Callback: A Rare Technology
Contact centre queues get a lot of hate. They have this uncanny knack of transforming even the most placid among us into ill-tempered ogres that we barely recognise as ourselves.
And it’s not hard to see why: call queues strip away our control. We want our issues fixed fast, but all too often we’re held captive in an environment where we have no idea how long we’ll have to wait for someone to assist us. For most of us, a hold time of just over a minute is too much, and the longer we wait – the more likely our frustration will boil over into outright anger.
This begs an important question: If we don’t like holding, why, then, do we still keep our customers waiting? Especially when there’s a powerful, cost-effective solution that can eradicate this painful experience?
Cost Reduction without Compromise
Callback is one of those rare technologies that perfectly balances cost reduction with the optimization of contact centre resources, staffing and customer service quality. Rather than making your visitors wait to speak to you, they can choose to be called back as soon as an agent is free or schedule the call for another, more convenient time. And now with Intelligent, Multichannel Callback, even your online and mobile visitors can request a callback at key moments in the digital customer journey.
A callback strategy reaps great rewards for the contact centre: not just in terms of customer satisfaction, but also in efficiency gains and profitability. It’s not surprising, then, that it’s fast-gaining popularity among forward-thinking businesses who seek to differentiate themselves significantly from the competition. Yet, incredibly, nearly three-quarters of UK contact centres still haven’t implemented callback.
So, if that includes you, here’s a recap of why you might just want to think again.
1. Callback Has Evolved
The missing link between digital self-service and the contact centre has arrived with Intelligent Multichannel Callback (IMC).
Self-service has become the preferred method for our consumers to buy products and get service. But too often we lose these customers (existing and potential) when they can’t find what they’re looking for. They may turn to email or messaging assistance for help, but these can sometimes escalate customer frustration, whereas a simple voice call can resolve the problem in just minutes.
Regardless of where customers engage, whether by SMS, chatbots, web pages, mobile apps, social pages, – or even smart devices, IMC can seamlessly blend digital channels with traditional voice to make lost sales and bad customer experiences a thing of the past.
2. Call Abandon Rates Plummet
Faced with a long wait, customers will often hang-up. They may call again later – creating unpredictable call volume spikes in your contact centre, or, worse still, they may leave altogether and call the competition. But given the option of hanging up and receiving a frustration-free callback makes sure that there’s no need for any customer to ever abandon their call.
3. Call Volume Spikes Flatten
Peak periods and unexpected call volume spikes are challenging for any contact centre. But with callback, calls can be made as and when your contact centre can best handle them, making the most of your resources, while removing the problem of excess agent capacity and its associated costs.
4. Agent Productivity Increases
With volume spikes smoothed, calls to your customers can be spaced out more evenly, reducing idle time and optimising agent productivity.
5. Handling Times Shorten and First Contact Resolution Increases
Callbacks shave seconds from every conversation. With Average Handling Times reduced, your contact centre can reap significant gains in productivity while optimizing the customer experience.
Customer information is passed to an agent prior to a callback so they have everything needed to resolve a customer issue fast, first time around. And as agents no longer have to rush conversations to get to the next queueing customer, or suffer continual complaints about long queues, they’re able to provide a better-quality customer service and reach a higher rate of first call resolution.
6. Customer Satisfaction Enhanced
Never underestimate the power of callback. It boosts your company’s reputation and fosters a positive and lasting impression in the minds of your customers. Giving them the option to get on with their day until an assistant can call them back is invaluable and will do wonders for your company’s reputation. It shows that you recognize that their time is precious and that their issues are important to you. And a happy customer is a loyal customer with all the benefits that this brings.
7. Your Bottom Line Boosted
For your cost-cutting arsenal, a callback solution is an essential tool.
Callbacks promote a positive end-to-end customer experience leading to happier customers. And happy customers result in happy employees, lowering staff attrition – and with it, the associated costs of training new staff.
With shorter handling times and fewer repeat calls the cost-per-call is decreased, while the expense of overstaffing during off-peak times is removed as calls can be deferred to quieter times. This also means that your Freephone call charges can be replaced with cheap rate outbound calls.
Using AI and Bot technology, Buzzeasy’s cloud-based services blend seamless automation with human interaction, to power effortless omnichannel customer engagement at any point in the customer journey. Consumers can interact effortlessly with business across all channels and automated conversations can be swiftly transitioned to live assistance as needed so customers are never left waiting on hold or online.