This is the fourth and final post in our series exploring all the ways that adding call-backs to your call center can increase revenue or decrease costs. Here are links to the earlier posts: Part 1: Reducing Abandon Rates, Part 2: Decreasing Handle Time, and Part 3: Reducing Telco Cost. We also had a short post on Erlang calculations (Part 3.5) that’s worth reading if you need a refresher on that topic, since we’ll be using it in this post.
Although we are focusing exclusively on “hard” ROI, one should not discount the value of the increased customer satisfaction that results when you remove the aggravation of hold time. (If you need a reminder of how much callers dislike waiting on hold, just take a moment to scan the tweets at onholdwith.com.)
Today’s post will look at how call-backs can redistribute call traffic in time. This is a very powerful effect, but also the trickiest to illustrate. We can’t tell the story by tracking a single metric, like abandon rate. Instead, we have to build a scenario and watch how changing call volume throughout the day impacts service levels and agent efficiency.
Let’s get started! Continue reading