Travelsphere started running Affiniti’s OpenQueue call-back solution in January, allowing contact centre customers waiting longer than 30 seconds to request a call back.
Suzette Bouzane Meadows, head of contact centre solutions at Affiniti, told CRN: “Bursts of traffic are a typical challenge for contact centres. If you were to hire agents to match peak flow this wouldn’t be efficient.”
Alex Mead, customer services director of Travelsphere, said: “We are now not only providing a much fairer contact process to our customers, but also commercially losing considerably fewer sales opportunities.”
Bouzane Meadows added that Affiniti has been selling OpenQueue since July.
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