Consumers are short on time and waiting in your contact center queue is never a goal. Unfortunately, too many callers do end up waiting in the queue when your forecasting and scheduling do not match your actual call volume. 

Zeacom aims to change that experience for your customers with its Callback functionality. This feature mitigates frustration for your customers as it offers them the choice of a return call instead of waiting in line, listening to hold music, or even being disconnected and kicked out of the queue.

Washington Energy Services Network Administrator, Morgan Ford, heralded the functionality as a must have for an effective, high-volume contact center.

“Hands down, people today do not have time – nor do they appreciate being kept on hold. Further, when customers do not receive the attention they want, when they want it, more often than not, they lose faith in a brand and its loyalty. Zeacom’s (News - Alert) Callback helps our agents make the best use of a caller’s time, and to make sure we are armed with the proper resources upon connecting,” Ford said.

Callback is an ideal capability as it advances the queue as if the caller were still waiting on the line. Once the Callback reaches the top of the queue, the information is then delivered to the next available agent. This customizable feature ensures agents receive all necessary information regarding the customer and their call. It also allows managers to turn it off and on as call volumes demand. 

To take the capability to the next level, Zeacom Callback is also able to answer the phone after normal business hours. Once your agents login for the day, calls waiting in the Callback queue are immediately presented for service through an automated delivery function. Your contact center managers can easily run reports on Callback calls, and as many as 256 Callbacks can be left in the system at any given time. 

Beyond these advanced capabilities extended to your customer service, support and contact center staff, customers clearly enjoy the convenience of not waiting on hold. Also, Callback reduces call abandonment, while helping to capture those after hours calls that are pertinent to customer retention.

The information captured in the Callback function can also reduce the time the agent must spend on the phone – increasing productivity.

Zeacom extends this capability to those visiting its website. With Web Callback, online customers can visit the website and click on an icon to request a live call from an agent. An extension of this functionality is its visibility as customers can also view their progress in the queue or delete their position before they receive a call. The Web Callback functions just like Zeacom’s standard Callback, only it captures information from the website instead of the phone line. 

With Web Callback, you can easily web-enable your call center or contact center, offering customers an alternative way to contact your organization. This feature also enables you to maximize the potential revenue generated by your website, while also capturing customer contacts outside of normal business hours. 

Whether you are trying to manage a busy call center, or simply want to offer your customers choices when they make the call, Zeacom’s Callback and Web Callback are worthwhile investments.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.