PRESS RELEASE: CALLPROMISE, the leading provider in cloud-based callback and virtual queuing technology announced that the United States Patent and Trademark Office (USPTO) has issued the company a patent for a virtual queuing technique that provides businesses an affordable and scalable solution that highlights a company’s respect for callers’ time. The patent validates the company’s innovative methodology, which promotes call center management efficiencies and significantly improves the customer service experience.
Call centers receive a high volume of calls from various customers, requiring the use of call queues until an agent is available to assist a customer. With US Patent No. 61/564,588, a customer can opt to receive a call back from an agent at a call center rather than wait on hold for the next available agent. This functionality can easily integrate with existing call center technology thereby eliminating costly integration and operation costs.
“Businesses are under pressure to improve customer satisfaction and minimize cost and inefficiencies to maintain a strong brand reputation and relationship with their audience,” said Kevin Sjodin, CEO, CALLPROMISE. “This patent further validates our technology that provides shorter handling times for inbound calls while improving staff utilization for any call volume.”
CALLPROMISE’s patented virtual queuing system improves current callback structures that keep on-hold and callback customers waiting in the same queue for a long period of time. A metered queuing approach is effective in managing a call agent workforce by regulating the estimated wait time of on-hold customers and call back customers. This method reduces high call volume while decreasing customer abandonment rates, workforce optimization and increase customer service quality.