Q4U is an automated call back system that allows customers to avoid waiting on hold. It queues callback requests and notifies agents when it's time to return calls. This improves service levels by reducing wait times, increasing call capacity, and better utilizing agents. The system integrates with contact center software and CRMs to provide screen pops with customer information when callbacks are returned. It offers more efficient resource usage and higher customer satisfaction compared to simply hiring more agents.

1. Q4U
Contact Centre Callbacks
Wow Factor: They called me back when they said they would
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2. Callback Q4U
Q4U is an automated call back system for your web
and telephone customers that enables them to
avoid waiting on-hold, without losing their place in
the queue or their call being lost to your call
centre.
www.ct-solutions.com

3. Q4U
Contact Centre Callbacks
The Problem is the answer
Callback Q4U
You are at the mercy of everything controlled mannerto what's on telly,
The call centre operates in a more from the weather with a balanced
call flow, reduced wait time, reduced talk-time and increased service
to computer gremlins, marketing campaigns and staff celebrations.
level
Sunny Poor Ad.
Day Response
Olympics
final
Service Level
Overstaffed
Ideal Q4U
Understaffed
Huge Email Janet's John Huge Ad.
Response Leaving sick Outage
Computers Response
Down
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4. Q4U
Contact Centre Callbacks
Pre Callback Q4U Costs
• Lost customer costs
– Losing customers due to long wait times.
– Bad publicity due to long wait times.
– Bad customer service during busy periods.
– Bad customer service when understaffed.
• Staff Costs
– Agents under-utilized during quiet periods.
– Over-staffed to cope with busy periods.
– Increased talktime due to customer anger
after long wait.
– Agent attrition due to stressful environment.
– Outsourced overflow during busy / understaffed times.
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5. Q4U
Contact Centre Callbacks
Post Callback Q4U
• No Lost customer costs
– Retain customers otherwise lost due to long wait times.
– Great publicity – customers will tell their friends.
– Top customer service during busy times or staff shortage
– Managed Advertisement campaigns
• Reduced Staff Costs
– Quiet periods are filled with Callbacks
• Better agent utilization.
– Holiday and sick day cover.
– Shorter calls during busy periods.
– Agents love callbacks – less stress, more flexibility.
– Reduce/eliminate overflow outsourcing.
www.ct-solutions.com

6. Q4U
Contact Centre Callbacks
Q4U Architecture
Quotations Quote Skillset
Group
1. Customer informed of Quote & Quote CB
Skillset
EWT and opts for callback,
and hangs up.
Quote Skillset
2. Contact Center Server
notifies Q4U of callback Customer Care
Call Server requests via shared Group
database or HDX.
Q4U Callbacks Server
Contact
Center
Server 4. When callback
reaches an agent,
the Q4U Client on
CTI Server the PC displays a
notification dialog
and optionally
3. Q4U uses dedicated bank of pops the CRM
CTI ports on the Call Server to
make callback calls.
www.ct-solutions.com

7. Q4U
Contact Centre Callbacks
Q4U Callbacks: Business Integrated
• Optimised for agent utilization
• Fully Integrated with Avaya
– Agent assigned Skillsets
– Skillset & Agent Performance reports
– Avaya Real Time Display
• Callback types
– Phone, Web, Mobile Apps, SMS
• Integration for adding new callbacks included
– From the web
– From CRM ad hoc
www.ct-solutions.com

8. Q4U
Contact Centre Callbacks
Web callback Pop
Enter query on the “Contact Us” page.
- Phone number in international format “ + “
- Choose “Email Me” or “Call Me”
- “Email Me” is same as current “Send”
“Call Me” generates a Q4U call in to an
agent with screen pop.
The pop contains all the
information from the query form
including the query text itself.
www.ct-solutions.com

9. Q4U
Contact Centre Callbacks
Screen Pop Option – for ANY CRM
•Key differentiator for Q4U Callbacks.
•Customers always ask for this
– Almost mandatory.
•For any CRM
– Screen Pop Platform
– Hooks for all known integrations.
In-house
developed
CRM
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10. Q4U
Contact Centre Callbacks
Q4U call models
Agent First Customer hangs up, Q4U placeholder call put in the queue
Customer is called once the agent connects.
> Customer delighted,
> Agent reserved to answer or leave a voicemail.
CB CB CB
Customer First Customer hangs up and Q4U queues a CB in its database
Q4U calls customer after the Expected Wait Time.
Customer prompted to confirm callback still required.
Customer transferred to priority 1 skillset...short wait
> Customers has short wait.
> Most efficient for agents.
Q4U
CB CB
www.ct-solutions.com

11. Q4U
Contact Centre Callbacks
Q4U Makes Business Sense
What would it take to increase your Service Level 10 points ?
A 50 agent Call Centre wants to improve Service Level by 10 points
(e.g. Move from 60% to 70% Service Level)
– Requires 5 additional agents (Source: Forrester, complex
Erlang Calculations)
– Costs 200K based on 40K CSR Fully Loaded Cost
Q4U System for above example
– Q4U Licences 20
– Other Licences (CCT etc.) 2
– Services (Project Mgmt, Install etc.) 4
– Customer Resources (H/W, services) 4
– Year 1 maintenance 4
– TOTAL 34K
www.ct-solutions.com