Improve Customer Service with Callback Technology

With customers accustomed to on-demand service today, no matter what the medium of communication, you can imagine how much it will affect their experience with a company if right off the bat they are put on hold. The holidays are here, and that means it’s one of the busiest times for call centers nationwide. Although call centers employ additional agents for the busy season, sometimes it’s just inevitable for customers to be placed on hold.

Callback technology can help solve this issue and provide more effective customer service. A virtual callback queue allows callers on hold with any customer service call center to press a button to be able to get a phone call back without losing their place in the queue when call centers are busy with other callers.  This allows the caller to not have to wait on hold for the next available agent to take their call, and will automatically call the person back when it is their turn to speak to the next available representative.  Callback technology is a useful tool in helping contact center managers to achieve a higher level of customer satisfaction. It saves call center seats and provides a better user/customer experience. 

When implementing a callback solution, it is important to be aware of how the technology will impact existing customers. Three things to consider are triggering a call back, statistics and IVR messaging. Callback solutions can be triggered based on the average wait time, the number of people in the queue, the current service level or the current abandon rate. Examples of statistics to consider include calls offered to call center, calls offered to agent group, queue time to answer, outbound calls made by agents, sum of inbound and calls to agent group, abandon rate and service level.

Callers are given an option to receive a callback using an IVR/in-queue message, the wording of which is vital to ensure acceptable take-up rate and management of customer expectation. The IVR message should first indicate the call center is busy and callers will have to wait with an agent. The IVR can then let the callers now when they will receive a callback or when callers should try again later that day.

Interact Inc. has been developing custom and semi-custom solutions in the mobile carrier space for over 20 years. Interact can build custom applications, including a virtual callback queue application with Nimblevox, and deploy them across multiple environments so customers can access the applications using various contact points, including mobile phones, the Web and more. Nimblevox makes cloud communications easy with its hosted IVR, SMS solution, drag-and-drop service creation tool and APIs. Other features of Nimblevox include automatic speech recognition, text-to-speech and answering machine detection.

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Edited by Allison Boccamazzo