4 Ways Call-Backs Improve the Customer Experience - SelectVoiceCom - ContactCenterWorld.com Blog
Thanks to current technology, call centers are now offering state-of-the-art solutions and processes that help businesses serve customers better.
One such solution is callback services, which has been instrumental in addressing key problem areas in call centers, namely long hold times, abandoned calls, repeat callers, and congested call flow.
If you have any misgivings as to how customers will respond to callback offers from agents, here are numbers from a survey conducted by Software Advice that should make you think otherwise:
- 64% of callers prefer getting a callback instead of being made to wait on hold.
- 60% of customers feel that one minute of hold time is too long.
- 43% expect a callback from the company within 30 minutes.
If those figures aren’t enough to convince you yet, here are 4 ways callbacks improve the customer experience.
1. Less hold times
Customers hate being put on hold, even more so when they are made to wait too long.
Let’s face it: customers aren’t likely to look forward to calling customer support when they wake up in the morning.
That’s, even more, the case if customers are forced to call on account of a service failure or a product defect.
They feel that being put on hold is a waste of their valuable time. So what do we do? Give their time the respect it deserves, of course.
Offering customers a callback option can do that. What’s more, it also sends the impression that you’re treating their issues with a sense of urgency.
2. Less abandoned calls
If you put a customer on hold for, say, 10 minutes, there’s a fair chance that he or she would abandon the call.
Why? Well, it could be the terrible hold music, or maybe the cat is asking to be fed. Or maybe they just don’t appreciate being made to wait that long.
It’s more likely the latter, but the point is, a customer shouldn’t have to go through that.
More importantly, allowing conditions that prompt callers to drop a call almost always leaves a bad impression. It’s not a good look.
Callback options, however, do away with all that mess in one fell swoop. By offering to call customers back at a time that’s most convenient for them, abandoned calls are significantly decreased.
3. More personalized service
Thanks to CRM systems, call center agents can get access to relevant customer information as soon as a callback request has been logged.
As a result, agents are able to offer a more personalized service.
Since they’re already on top of the situation, the resolution is almost always assured, and customers are more likely to be satisfied with the service.
4. Shorter call queues
Adding callback services into your contact center can go a long way into regulating call volume. They lessen and shorten hold times, not to mention reduce transfers and repeat callers.
The result? Shorter call queues. Since callback options prevent contact center bottlenecks, customers can reach a call center agent much faster any time of the day.
The best part about implementing callback services in your contact center is that they benefit the company as much as they benefit customers.
It’s a win-win situation that leads to a better relationship between your company and consumers.
Publish Date: February 5, 2018 5:00 AM
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