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Optimizing Scheduled Call-Backs

Call Spikes. No one likes call spikes. They increase hold times, create frustrated Clients, and tire out Agents.

Enter: Scheduled Call-Backs.

Scheduled Call-Backs is a next-level feature by Fonolo designed to help your business meet the customer service needs of your Clients. By simply allowing your Clients to choose a different time to speak with an Agent, you are providing a more tailored level of service while at the same time shifting call volume to off-peak hours when your Agents are more available. Further, by selecting typically quiet periods throughout the week to offer call-backs in, Scheduled Call-Backs allow you to transfer call volume to times where your Agents will be able to handle it.

Visit Our Guide on setting up the Scheduled Call-Back functionality.

Optimizing Scheduled Call-Backs

Every Call Centers needs are different. So, when looking to optimize Fonolo’s Scheduled Call-backs for your business, there are certain things to consider.

  1. Average Hold Time – When determining the Offer Interval that your Clients will be told to expect their call-back within, you will want to align this with your average hold times during that period. If you are only offering call-backs during quiet periods with average hold times of 15 minutes, you would want to choose either 15 minutes or 30 minutes as the Offer Interval. Setting the Offer Interval equal-to or greater-than the expected hold time means you will meet your SLAs and keep your Clients happy.
  2. How many Scheduled Call-Backs can you handle? – For each Offer Interval, you need to set a limit for how many Client’s can opt in during that time period. This will prevent you from creating “artificial” call spikes, and keep everything spread out nicely. Things to consider include how many Agents you will have available during those times, as well as your expected call volume.
  3. How many choices will you present to each Client? – It would be great if you could offer lots of call-back choices. The fact is, that offering too many can turn a Client off, which may result in them hanging up and placing a new call back into your queue to wait for an Agent. It is important to find a balance between giving the Clients a choice, and making sure that your Abandon Rates stay as low as possible. Typically, we do not recommend offering more than 2-4 options, however, this figure varies from company to company.
  4. Same day only? – What if you have high call volume towards the end of the day? The Daily Overflow allows you to offer call-back intervals to Clients on future on days, effectively transferring that volume to a different day of the week. Are Mondays busy, and Tuesdays quiet? By offering call-backs on Tuesdays to Clients who call in on Mondays, this allows you flexibility to choose exactly where you are transferring call volume to.
  5. Confirmation required? – You can also have Fonolo confirm the Client’s choice to them once they have chosen an interval to receive their call-back within. Keep in mind, that this adds a few seconds to the call-back opt-in process, so if you plan on offering many choices, you may not want to extend the process longer than you need to. However, sometimes it is good to confirm with the Client, so that they know they have opted-in successfully.

 

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