Survey Shows Call-Back Deployments Have Doubled in Some Regions

Survey Shows Call-Back Deployments Have Doubled in Some RegionsMore and more call centers are offering a call-back option as an alternative to putting customers on hold. At Fonolo, we see this trend through the increased demand of our own call-back solution. We also see it in survey results such as this one from Contact Babel last year. We just received an early copy of a new report, by Ryan Strategic Advisory, that surveyed 491 enterprise executives who had decision-making authority of their company’s contact centers. The data results show impressive growth.

 

 

Contact Center Guide to Smoothing Call Spikes 2.0

About the Survey

This data comes from the “2019 Front Office BPO Omnibus Survey.”

The first thing to note about this survey is how international it was. The image below shows the distribution of participants by country:

 

There was also good coverage across verticals, which you can see in the image below:

 

And now, the main result. The image below shows the proportion of call centers offering call-backs in each country:

Ryan-Survey-Callbacks

 

The US leads with 60% penetration. Canada, Australia, and the UK are all basically tied for 2nd place with 50%.

Comparing with the past

Ryan Advisory performed a similar survey two years ago, and it’s interesting to compare the two results. In the US, it grew from 32% to 50%. Popularity in Canada and Australia basically doubled!

 

Call-Back-Popularity-by-Region-1-1024x560

 

One word of caution: The survey does skew towards larger companies: 40% of the companies surveyed had annual revenue over $1B. It’s likely that a survey covering more of the mid-market and smaller call centers would have shown lower penetration. But it’s reasonable to expect that similar growth trends would be seen there.

Motivations

Both this recent survey and the previous one asked respondents about the perceived value of call-backs. In both cases, the top two answers were “Competitive differentiator” and “Value-add for our customers.” These are both great answers! But, as before, the answer “To improve call center metrics” scored fairly low (40% this year vs. only 35% two years ago). That tells me more education is needed in the market because call-backs certainly improve metrics like abandon rate, as shown by the following case studies:

Conclusion

It’s great to see the industry adopting a practice that we, at Fonolo, have been preaching for many years. Our vision has been a world where a call-back is always offered as an alternative to waiting on hold. The guiding principal of our product has been to make it affordable enough and make deployment easy enough that any contact center – regardless of its size — would have no reason not to add call-backs.

Further Reading

From 2018: “Survey Shows Growing Popularity of Call-Backs Among BPOs”

And 2017: “Survey Data Shows Call-Back Popularity Growing”

 

 

Shai Berger Blog Bio

 


The Contact Center Guide to Managing Spikes in Call Volume

The Call Center Guide to Managing Spikes in Call Volume [cover final]

What happens when call volume gets out of control? Do you have a strategy to ensure the experience doesn’t suffer?

This guide will tackle those questions head on!

 

What’s Inside:

  • The Role of the Voice Channel
  • Tracking Your Call Center Data
  • How Spikes are Managed Today
  • Plus, so much more!

DOWNLOAD NOW!