06 July 2016

Benefits of Callbacks in the Contact Center

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk

Contact centers experience spikes in activity, which lead to longer hold times and frustrated customers and agents. When organizations implement callback in their contact center, they are able to better align available resources to customers’ needs and gain operational improvements in key service metrics.

Here are some benefits to offering callback in your contact center:

A BETTER EXPERIENCE FOR CALLERS

  1. Callers can request callbacks to avoid waiting in queue for long periods of time.
  2. Callbacks increase customer satisfaction by freeing up the caller’s time. Callers can complete other items on their to-do list while waiting for a callback.
  3. Customers are connected to the best suited agent which increases first contact resolution and decreases call time. 

04 July 2016

Which would you choose: Wait on hold or get your time back?

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk

You are spending a day in the park with your family and friends when you suddenly remembered that you needed to call a technical support line. As your call is connected, you are given a choice - listen to music while waiting for the next available agent or go back to hanging out with your loved ones while you wait for a callback. Which would you choose?

A study showed that when offered a choice between a callback and waiting on hold, 2/3 of those surveyed preferred callbacks. 

callback call centerThe same study showed that of the people who would prefer a callback over another option (for example waiting on the line and listening to music), 40% prefer receiving a callback within 30 minutes and 25% do not have a preference – they just want to avoid having to wait on the line.