VHT - Re-offer VHT

Architect & Flows
1

I am just beginning to be introduced to VHT.

Imagine this scenario:

  • Inbound call is received
  • Estimated wait time for inbound call exceeds pre set threshold
  • We offer VHT
  • Customer takes VHT
  • Customer is called back at around estimated time
  • Everyone is happy

Now imagine the customer declines VHT but I want to re-offer VHT after N minutes just in case customer changes his mind:

  • Inbound call is received
  • Estimated wait time for inbound call exceeds pre set threshold
  • We offer VHT
  • Customer declines VHT
  • N minutes is exceeded
  • Re-offer VHT
  • Customer accepts VHT

I see this as possible but there are some not so great consequences:

  • As customer is sent to IVR to re-offer VHT, if customer declines VHT, customer is placed in back of inbound queue again
  • If customer accepts the re-offer of VHT, customer is sent to back of callback queue and ends up waiting original N minutes spent on hold and the entire estimated wait time

My question is - has anyone implemented a re-offer of VHT? I know it is technically possible. I am just interested in what kind of consequences you decided to live with and/or how you went about doing it.

Regards,
Andrew

2

You could add pegs/values as the call arrives and store them as UData KVP’s, which can be used to determine their (original) priority in the Queue and their (original) place for a callback.

Personally, I wouldn’t offer it at all… In my experience, VHT just delays their wait time and places them in the same predicament, at some point later on. There is no guarantee that, when their allocated time comes and they get a call back, you won’t still be busy and, even though they have a higher priority for Queuing, they could still have to wait. Nobody wants that.

Maybe think about a “Callback” Option using another method? Allow the caller to register, so they don’t have to wait on the line and they can then hang up. Once their Queued “call” hits the front of the Queue, call them back and connect them with a waiting Agent.. But I’m pretty sure VHT doesn’t have this as an option… IM me if you’re interested!

3

abudwill

How have things progressed with VHT? We are evaluating deploying VHT v. GME (Callback). Did you consider both?