Abandoned calls and complaints affected by lengthy wait times is not unusual in a call center environment. In fact many team leaders may accept it as part of their daily operations. The good news is that call back technology can address some of these issues. Accompanied with efficient processes and work design you can improve your customer and agent experience.
When analyzing data do you notice your customers abandon the call after 5, 15, 30 seconds? This scenario can promote repeat calls; that is – the same customer attempts to contact you on numerous occasions throughout the day. This practice is not cost effective to your operation.
How many customers are you losing to wait time? You can try to modify and improve your IVR structure and queues or schedule more staff to coordinate peak periods. You may even try to reassign staff between queues; you can throw in as many resources as your budget sees fit but it will not always address the behavioral patterns of your clients. Another matter to consider is that repeat calls can distort your data. And we all know that wrong data will equate to wrong decisions.
Call back technology can prevent this; it is a great strategic tool for contact centers!
So how does this technology work?
The technology is implemented while the customer is in the queue. A message gives them the option of a call back within a specific timeframe. All the customer has to do is confirm their preference by pressing a digit on their keypad. Customers now have an option; Stay in the queue or receive a call back at a later time. When the customer chooses the call back option their call is routed to the call back platform where they are prompted to leave their details via a voice recording. They also use their keypad to register the telephone number to call back. The call is then presented to your agent as an incoming call announcing the customer's message.
And it does not stop there; You also have the flexibility to design your call flows according to the queue environment.
The call back function can be activated to comply with your;
• Preferred Service Level
• Abandoned rate
• Number of people in the queue
• Your set maximum wait time
This technology helps you gain better control of the queuing environment. It is an ideal solution if your call center experiences unmanageable call volumes.
The end result is that your customers feel empowered and valued because they have a choice.
Overall it improves call center efficiency; it is proven to boost customer service and satisfaction levels.