QBypass automatically handles self-service calls like brochure requests, and lost card calls. It captures information from the caller and posts it directly to the relevant department, without the intervention of a call centre agent.
If the call centre is busy, QBypass answers the overflow calls, captures the callers details and posts them to the call centre for when an agent is available to call the person back. Callers can opt for either a callback or continue waiting in the queue.
QBypass collects information from callers by asking them a series of questions to which the caller speaks the answers, which it records to an audio file. Qbypass then queues the message containing the recorded answers to the call centre.
QBypass is fully configurable and can support any number of different scripts for different functions. The scripts can ask the callers questions to which they respond by speaking the answer, or it can ask questions to which the caller responds by pressing keys on their telephone.
Sample scripts are provided with QBypass to get you up and running straight away, and we can customise scripts to your exact needs.
QBypass 'bolts-on' to the existing ACD or Switch and does not interrupt the operation of the call centre.
It works 24 hours / 7 days a week, so can support self service customers even out of hours.
- Records caller spoken responses
- Captures caller’s key presses
- Delivers alert by email, or posted to call centre CTI system
- Works with most makes of switch
- Large capacity
- Captures out-of-hours caller details
- Runs multiple scripts