Call Queue - Windsor Telecom

Narcotics Anonymous

Client Brief

Narcotics Anonymous is a London-based, non-profit making organisation that serves to provide help and advice to people whom drugs have become a major problem in England, Scotland & Wales.

The organisation's 24-hour Helpline is manned by a number of volunteers based in different locations. This meant, to guarantee all calls would be answered, the charity needed to be able to divert Helpline calls to the various landlines and mobiles of the people on duty at 9 different time periods, 7 days a week.

Diverting calls manually 9 times a day for 7 days would be completely impractical so the organisation needed to be able to do this automatically, quick and easily.

Solution
By providing Narcotics Anonymous with an 0300 Helpline number, we were able to design an online solution that enables them to pre-set precisely where their calls go at 9 different time frames, 7 days a week.

The solution is laid out in a user-friendly calendar format and the organisation can make changes by selecting which day and time-frame they need to alter and then simply typing in up to 5 different telephone numbers that calls to the Helpline will go to during this specific period. For example, if the first number allocated between 7am and 10am is engaged it will automatically send the call to the second number and so on – until it's answered or goes to
Voicemail to Email.

With Call Queue all inbound calls are answered immediately with a welcome message. The system then presents calls to the contact centre or target numbers. When all lines are busy, callers are held in a queue at network level. Music and marketing messages are played to keep the caller on the line. When a line becomes free, a call is presented to the next
available agent.

Key Benefits of Call Queueing

Avoid engaged calls and handle more sales/enquiries
No need to install or maintain any expensive in-house equipment
Upload a pre-recorded welcome message and change this via My Windsor
Callers are seamlessly put through to the next available agent/target number
Callers are encouraged to stay on the line with hold music or apology messages
Set the maximum number of callers that can be held in the queue
You can choose your preferred hold music from: e.g. Classical, 80's or Pop
Play marketing messages, important announcements, or promote your website
Callers can be informed of their queue position number
Set time periods for messages/announcements
View and manage your call queues easily online using My Windsor

Beyond Bespoke - Personalise Call Queueing

Our Team has extensive telecoms, IT and web knowledge
Seamless integration into your gateways or interfaces
Our APIs allow a fully white-labeled Call Queue product
Brand with your organisation's logos and colours
Play prompts - generic or customer-specific announcements can be uploaded
Preset queue times with 'Time of Day Routing'
Deliver calls by percentage or based on the capabilities of each call centre
Use with our Options/Menu feature and setup a separate queue for each option (e.g. for the sales team, for customer services, for accounts etc.)
Combine with other call-handling features such as IVR sub-menus, multiple targets, call recording, routing to mobile/international etc.

For a no obligation discussion about Call Queue, please use our enquiry form or call us on 0333 123 1010.