Call back while waiting
Your business objectives
Reduce wait time for customers
Manage peak demand efficiently
Improve customer experience
Benefits customers achieve
69% say waiting too long is main reason for negative experience
>10 times increase in contact attempts
25% increase in agent talk time
Increase revenue by
Increasing average LTV
Decrease cost by
Removing manual contact attempts
Increasing effective agent talk time
Reduce admin cost of preparing data
Automate reporting to measure performance
Process changes you want
No one wants to wait in a call queue. It is especially inappropriate when the wait is expected to be long. A much more customer-oriented approach is to offer a call-back.
It is important to offer call-back in the right circumstances. So you need to automatically decide in the call-flow whether the customer is likely to wait long or not. This requires real-time metrics on availability of agents who have the right right skills to handle the call in question.
In many cases, when you offer a call-back you also need a mechanism to prioritize who to call first, i.e. call-back attempts later need to be scheduled and re-scheduled when no one is reached. There need to be reliable means to control the ordering at each stage.
Reduce admin effort and increase the speed of preparing lists of contact entries to be contacted.