Customer patience levels are at an all-time low right now, which is why Fonolo’s Voice Call-Backs are more vital than ever for the success of the modern contact center.
Put yourself in the customer’s shoes for a moment, and consider this situation:
You received an instant message from a friend on Instagram. You continue to have a conversation and exchange valuable information in the span of two minutes.
Later that day, you’re on hold with a contact center, trying to resolve an issue with a flight you booked. As time passes, your patience wears thin. You look at the clock, and despite your brewing frustration, you realize it’s only been five minutes.
Social media and the era of convenience have shortened our patience levels to such an extent that even five minutes is too long to wait. This rings true for every single customer that calls your contact center.
But how can you optimize Voice Call-Backs to reach your call center’s highest potential? Our Ultimate Call–Back Tactical Handbook will tell you everything you need to know, but we’ve put together a shortlist of tips to get you started.
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Helpful Call-Back Terminology
You can better describe and understand the call-back process and experience with these terms:
- Offer Rate: Number of callers offered a call-back
- Take-Up Rate: Number of callers that accept a call-back
- Time-Till-Offer: The amount of time a customer waits in a queue before accepting a call-back
Tip #1: Offer the call-back at the right time.
Call-backs offer customers a great deal of autonomy. Naturally, they’d choose the option immediately if they had the chance. But if you offer a call-back right away, you risk exceeding a reasonable take-up rate, which can empty your queue and create a backlog of call-backs.
Our advice? Offer the call-back later in the IVR process. Your time-till-offer should be between 2-3 minutes. This way, customers who don’t mind waiting will stay on hold, splitting the call-back queue and hold queue proportionately.
Learn more with our How and When to Offer Call-Backs Guide.
The best time-till-offer for a call-back is 2-3 minutes into a customer’s hold time.
Tip #2: Customize your voice-call backs.
Take advantage of every possible opportunity to enhance customer experience, including through call-backs. Instead of a one-size-fits-all call-back common in various call center technology platforms, Fonolo’s Voice Call-Backs let you customize the functionality every step of the way.
Customize the following to match your brand image and voice:
- Website call-back widget
- Call queue message
- SMS notifications
Why? Personalization is proven to increase sales, improve customer loyalty, and enhance the customer experience that surpasses your competitors!
Tip #3: Communicate with customers using SMS notify.
Your customers will opt for a call-back to avoid waiting on hold. But what happens if the call-back takes several hours? Customers will experience a whole different kind of waiting game, and feel like their perceived autonomy through the call-back has disappeared.
That’s why Fonolo offers SMS Notify, an excellent way to keep your customers engaged and informed as they wait for a call-back. SMS Notify lets you send callers custom SMS notifications at any point in the call-back process. Here are some general SMS notifications to share with your customers:
- “Confirm” notifications to confirm a call-back request with a customer
- “Update” notifications to inform customers of their spot in the queue and estimated time till they receive a call-back
- “Wrap-Up” notifications to thank customers for choosing a call-back after their issue is resolved
Feel free to customize the message with your branding, including with a signature, emoji, or tagline.Fonolo’s Voice Call-Backs come with SMS Notify, the best way to customize communications with your customers throughout the call-back process #CallCenterTechnology #Communication Click To Tweet
Tip #4: Streamline internal communication.
Call-backs aren’t just for customers. You can use them to streamline internal communication as well. Use them to:
- Let employees request call-backs from the team when needed, and
- Contact employees from other divisions through the portal if they aren’t able to take a phone call.
DID YOU KNOW:
Fonolo’s Voice Call-Backs help improve intra-company communication as well.
Tip #5: Use data-rich reporting to catch issues and develop a call-back strategy.
Our Voice Call-Backs include an advanced analytics package that helps you set up automatic reports with rich data on:
- Real-time call-back activity
- The number of calls in the queue on average
- Call-back performance
- Historic statistics for comparison
But contact centers are busy. You might not always have time to examine reports quickly enough to catch or forecast major issues. That’s why Fonolo’s team analyzes them for you, and alerts you to any issues as soon as we detect them. With these alerts, you can feel empowered to adjust your custom notifications and message timing.
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(It's 100% free, we promise.)