Today, I had to call a government agency to help me solve an issue. Past experiences had me realistically concerned that I would be stuck on hold for an eternity. To my pleasant surprise, my call was immediately put into the queue, and I was asked instead of holding if I would like a call back in 30 to 45 minutes. The chat bot also assured me that I would not lose my place in the queue if I chose a call back. I responded with a simple, “yes”.
The system recognized my phone number and requested a confirmation from me that this was the best number for a return call—to which I said yes and then hung up. Precisely, 35 minutes later I received a call back with an automated message alerting me that a representative would assist me in less than six minutes.
Three minutes later, Betsy joined the line, providing me with her name and employee number and then proceeded to provide me exceptional service.
Now let me tell you, if I had sat on the phone for 30-45 minutes, I would have been pulling my hair out. I am pretty sure most people would have too if they even lasted half that long. The fact the agency realized that their callers are busy and might want a call back option demonstrates that they understand that people have better things to do than wait on the line for service.
However, the real outcome of this in my opinion is that when I was connected to the agent, she was very attentive. I never had the impression that she was in a hurry or knew that because of the time she spent with me there was another caller on the line who would be frustrated with the wait times. Rather, she focused on resolving my needs.
In my opinion, the agency handled this right from start to finish by:
This is truly the experience that any customer needs and deserves. And, technology was an enabler for this experience to meet my needs.
Now that we understand the experience, let’s talk about some of the operational considerations that any contact center manager should ask themselves before deploying this option:
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Publish Date: November 22, 2016 5:00 AM
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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