Queues and routing
What missed calls are actually worth
Why missed call calculators inflate: rings counted as people, every caller counted as a prospect, credit for those who come back anyway, revenue read as profit.
· 7 min read
Contact centre operations
Queues and routing
Skills-based routing, waiting callers, and what a queue can and cannot do.
Articles
Queues and routing
How many people do you need to answer calls?
Staffing a phone line is not division. What offered load, shrinkage and occupancy actually mean, worked through one busy half hour, with the arithmetic shown.
· 7 min read
Queues and routing
Call centre software for a five-person team
What a five-person team needs from call centre software, what the category charges for that a small team never opens, and how to read a quote.
· 4 min read
Queues and routing
Missed calls while everyone is with a customer
Why calls go missing when everyone is with a customer, what a waiting caller should hear instead, and how “press 1 and we ring you back” really works.
· 4 min read
Queues and routing
One number for sales, service and billing
How one published number reaches the right person for each kind of call, who decides that, and what happens when nobody on the team is free to answer.
· 4 min read
Queues and routing
Call queues and skills-based routing in Quebec
A queue does not create availability. What skills-based routing does, what a waiting caller needs to hear, and the point where a queue becomes a symptom.
· 3 min read
