Who enjoys calling a company and waiting forever on hold?
Absolutely everybody hates wasting their time this way.
Automatic callback, (AKA “virtual queuing”) allows customers to request a return call if the current line is busy or if no agent is available to answer them.
In the end, this offers a positive experience for both businesses and the customers who are being served.
How does automatic callback work?
It is possible to purchase contact center software that offers the single specific use case of virtual queuing.
In some instances that may be the best option; however, it often makes more sense to work with more flexible software that can offer automatic callback as one use case among many.
Either way, automatic callback depends on the integration of several key systems:
- IVR – to offer the automatic callback option to customers
- Outbound dialer – to place the outbound call and connect an agent
- CRM or other system of record – to provide information about the caller to the agent and to other internal systems
The standard approach is to link these systems using APIs. You can read more about API integration here.
Here’s what that process looks like:
A customer contacts your business. Your ACD routes them to an IVR, or directly to a queue.
A pre-set condition triggers the offer for virtual queuing. This is usually the current waiting time or call volume.
The customer selects the virtual queuing option; depending on your choice of tool, they may be offered specific time slots to receive a call, or may receive a call as soon as an agent is free.
When the caller reaches the front of the queue, your outbound dialer places the call and connects an agent.
Simple as that!
The benefits of automatic callbacks
There are a number of big benefits to automatic callbacks / virtual queuing.
- Increased Customer Satisfaction. The biggest advantage is the heightened customer satisfaction. Around 75% of customers find the idea of a callback option highly appealing.
- Increased Efficiency. A virtual queuing system can help to move a proportion of calls away from your busiest time (the peaks) and into the times when agents are otherwise idle (the troughs). This is one of the main objectives of any inbound call center.
- Better call outcomes. The best callback systems gather customer data, helping agents to start calls with important contextual information in-hand. This may be information that the customer has volunteered, or data sourced directly from your CRM. Either way, it makes life much easier for agents, and for customers too!
Automatic callback systems are a real win-win, especially for larger contact centers.
While relatively simple to set up and manage, there are still few businesses which are able to offer this level of service.
That makes it a meaningful area for competition; businesses that can offer this are doing something which most of their competitors can’t!
These are all highly worthwhile… but there will never be a situation where your contact center completely avoids periods of high call volume!