With BestTime your customers do not have to ring your call center and then find out you cannot serve them at that time. Now potential callers can choose to receive a reminder via an SMS or web page notification or mobile app when the call waiting time is lower. Then the customer decides when it best suits them to ring the call center.

Dynamic Message Notification (DMN) allows a Supervisor to type a message that is immediately posted on the web site about a current situation that may otherwise cause a peak, e.g. “We are aware the gas is off in High street Williamstown and it is being attended to currently”. This avoids having to re-record a message on their IVR. The potential callers will not even pick up their phone to call. This can also be used to promote “special offers” for the caller to discuss with the agents.

BestTime can provide a “feed” into a workforce management system to show future demand based on actual facts of those potential callers who have specifically placed themselves in the BestTime waiting room. Currently, WFM can only base their calculations on historical information but with a “feed” from BestTime’s waiting room statistics, now WFM calculations can be based on actual user-confirmed near future demand.

AdvaTel’s BestTime (patent pending) allows call center owners the ability to achieve significant productivity improvements at the same time offering a much enhanced customer experience by advising them of the current waiting time on the Website and Mobile App before they call and provide them a number of alternative communications that are just one click away. With BestTime your customers do not have to ring your call center and then find out you cannot serve them at that time. Now potential callers can choose to receive a reminder via an SMS or web page notification or mobile app when the call waiting time is lower. Then the customer decides when it best suits them to ring the call center. BestTime includes a number of additional features that encourage smooth incoming traffic. Potential calls can, with one click, have direct access to your lower cost on-line services such as virtual agents or FAQ and Chat.