Felltech Ltd has just launched the latest version of their QBypass call centre productivity enhancement tool.

The call centre industry has received a lot of bad press recently down to mainly customer service and excessive hold times. Long hold times are usually a result of there not being enough staff to handle the volume of calls being received by the call centre. Long hold times result in abandoned calls, lost sales, upset customers which lead to longer talk times, agent stress and attrition.

The normal way of dealing with this problem is to employ more agents. This however costs a lot more and it takes a long time for the benefit to feed through and reduce hold times.

The good news is that QBypass can give the inbound call centre an instant cost effective boost. QBypass automatically handles some calls like information pack requests. It captures the caller’s spoken details and emails them directly to the relevant fulfilment department, without the intervention of a call centre agent. It also handles peaks in call traffic to relieve pressure on agents.

Chelsea Building Society has had a QBypass system since 2002. Bob Fairbairn, Network Services Manager says: “QBypass has been helping keep our call centre working at peak performance for over 5 years now. We do quite a lot of TV advertising, which means we get a lot of spikes in call traffic. QBypass can handle calls from multiple campaigns; it dynamically allocates resources between campaigns to handle the peaks in demand, this makes our life easy. Not only that, but it captures caller details even when the call centre is closed, 24 hours a day, 7 days a week”

The latest version of QBypass has been updated to improve integration with existing call centre systems, enhanced information capture, and an optional conferencing module is now available.