Call queues and hold times are a traditional part of the call center experience. But tradition doesn’t always stand the test of time ─ as modern customer expectations evolve, businesses must change their service approaches accordingly.
That’s where modern call-back technology comes in. This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction.
If you aren’t familiar with call-back technology and its benefits, we’ve put together a quick list so you can explore the benefits of this popular tool.
1. Call-backs work with any call center platform.
If you’re in the market for call-back technology, cloud-based call-backs are your best bet. It works with literally any call center platform, so you won’t need to worry about changing existing infrastructure.
Some services offer call-backs as an add-on feature to their platforms, like Avaya or Genesys. These are great if you already have the platform set up, but depending on which product you use, you may not see the same level of functionality as a dedicated product.
2. Call-back technology is totally secure.
Security is an important part of a contact center’s operations, especially if you deal with sensitive information such as patient medical history or financial records. For this reason, businesses may hesitate to use call-back technology, especially tools that are cloud-based.
Luckily, this isn’t such a problem anymore. By using appliances and on-site hardware, you can ensure all confidential data stays on premises and your operation meets its compliance requirements.
3. Call-backs are fully customizable to your brand.
Call-backs are simple to use in practice: your customer reaches out and hears a call-back offer message. Then they can choose to press ‘1’ to receive a call-back when an agent is available, so they don’t have to wait on the line.
Beyond that, you can customize everything from your offer message to when you choose to offer customers a call-back and everything in between. You can also offer customers a call-back on your website or mobile app so that it’s fully aligned to your business’ brand. More on this in the next section!
4. Call-backs can be used tactically for maximum impact.
The only thing better than a contact center that offers call-backs is a contact center that’s optimized its processes to create a simple and frictionless customer experience! This is where call-back strategies come in.
Many contact centers use an omnichannel strategy, where they offer their customers call-backs on their website or app in addition to their voice channel using Web Call-Backs (formerly Visual IVR) and Conversation Scheduling. This creates an easy way for customers to request a chat with your agents without overwhelming your phone lines.
5. Call-backs improve key call center metrics.
‘Immediate ROI’ isn’t something you hear every day. Yet many call centers report seeing just that with call-back technology. This is especially true for the following contact center KPIs:
A high abandonment rate occurs when your customers end their call before reaching an agent, indicating frustration and service dissatisfaction. Call-backs have an immediate impact on this – by offering a call-back, the customer can opt out of the call queue instead and receive a call from an agent later.
Customer Satisfaction (CSat) score.
This is simple: customers universally hate waiting on hold. Eliminate the need for hold time, and your customers will be happier and less frustrated, therefore increasing your CSat score. You’ll be astounded at just how much wait times impact your customer satisfaction levels!
First Call Resolution (FCR).
You’ll be hard pressed to find a customer who prefers having their service interaction split into multiple calls. That’s why FCR is such an important metric for call centers. By using call-back technology strategically, you can increase your agents’ chances of solving an issue on the first go. This is even more impactful when combined with Web Call-Backs to collect information more accurately.
6. Call-backs reduce agent overwhelm during high call volumes.
Your agents are the unsung heroes of the call center as they handle all one-on-one customer engagements. This also means that they’ll be the hardest hit during times of high call volumes, making them more susceptible to burnout and increasing their likelihood of making mistakes.
Call-backs smooth and flatten out call spikes. This way, your agents aren’t worrying about the looming call queues and frustrated customers waiting for them. This will also help reduce agent turnover and retention.