LIGHTLINE™-C: HOW IT WORKS

:: LightLine™

:: LightLine™-C

 > Introduction
 > What is it
 > Benefits
 > Superiority to Existing Approach
 > How it works

:: LightSend

:: LightSend F

There are two ways LightLine-C works for the benefits of the customers. In the first way, the customer may start by calling the call-centre number normally. If the lines are very busy, she would be given a choice to enter a number to which a SMS notification message will be sent when her turn in the queue arrives. She can then put down her phone.

When she receives a SMS notification, she can call back, and the system will recognise her number and put her in a priority queue and the next available agent will answer her.

The second way is for a customer to tell the call centre – either by filling in a web form or by sending a SMS message or any other means – that they want to make contact. The request will go to LightLine-C, which will monitor the activities of the call-centre. When the call-centre has resources free and no customer waiting, SMS notifications will be sent out to these pre-requesting customers to ask them to call. Their calls will get through immediately because the resources are available.