Call Center Scheduling Featured Article
Kakapo Systems Adds Callback Queue Function
Customer expectations, particularly in the digital realm, seem to be permanently on the rise. According to a survey conducted by Microsoft (News - Alert) last year, 59 percent of customers surveyed on a global scale said they had higher customer service expectations than the previous year. For call centers, this presents a particular challenge to business as usual.
While there may be no precise formula available yet that pinpoints the perfect sauce for telephone-based customer support, there is one irrefutable fact we do know: customers hate waiting on hold. In fact, some studies have found that customers will give up on a transaction (and sometimes, a company) after less than two minutes on hold. It’s in every company’s best interest, therefore, to reduce or eliminate hold times entirely.
But how do you do so in an era where you can’t overstaff the heck out of your contact center (which is a poor business strategy, in any case?) You allow customers to choose a callback at their convenience, a strategy that has gotten easier in recent years thanks to technology. UK-based unified communications and call center solutions provider Kakapo Systems recently announced some additions and updates, and one of them involves a callback technology enhancement for BroadSoft (News - Alert).
Callback queues from Kakapo Systems allows companies to place a “Call Me Back” widget on their website. When a customer enters their name and number on the platform, the widget will queue the call back request and present it to the best agent for the call. Most importantly, the widget is easy to add and set up.
“Our cloud solution extends easy set-up for customers, and the entire process only takes a few minutes,” Steve Tutt, Kakapo Systems’ (News - Alert) Marketing Director, told UC Today. “They can copy and paste the JavaScript into the websites they want, and the widget goes live immediately.”
Contact center agents can use existing BroadSoft solutions with Callback Queues, which rely on BroadSoft’s extension for ACD Agents or Hosted PBX (News - Alert). Agents can also multi-task by taking both inbound ACD and outbound callback queues, said Tutt.
Edited by Maurice Nagle