5 Reasons Why Your Call Center Should Use Callback
Most organizations set out to give their customers the best experience. However, so many factors come in the way that makes it hard to manage and satisfy customer expectations. The system of having a smooth interface with your customers and your front-line agents takes a lot of synchronization. It is important to note that virtually every growing business at some point would need to implement a call back solution. The timing, resources, and technology implemented is critical to the overall success of the organization.
Recently, there has been a lot of debate on how best to create a quality experience for each customer who calls in. The platform for this interaction now goes beyond the conventional calls but includesmobile apps, online platforms, social media and so much more. The technicalities of creating a smooth experience across the board can be achieved with the cooperation of the service agents and the technology employed. The call back system has bridged the gap of reducing customer frustration. The average customer rarely holds on to a call once it crosses the one minute mark; while most have even a shorter wait time!
A drop in call volumes in most cases show that something is wrong with the rules of engagement employed by an organization. What more? The resources you need to keep the call back system up and running has proven over time to be an investment worth making. Most savvy businesses are seeking the best resources to stay ahead of the competition. The Call back system has revolutionized the operational system for every business and it is essential to know how to go about working the system to your advantage.
Lets have a look now at 5 reasons why its a good idea for call centers to use callback:
1. Most Customers prefer a Callback: Since the introduction of the callback system in the 90’s, it has become an acceptable system for interacting with the customer. In retrospect, it must be mentioned that the system operated in the early days ”Valley Callback” and ”Countdown Callback” systems. These did not produce the best results. The Valley Callback system simply waited until the peak time was over to place a call to the customer. This meant that customers had to wait in some cases for hours before they got a return call. On the other hand, the countdown callback system gave the customers a time in which a call would be returned. This automated system made the calls even when the live agents were not in a position to respond to the call and this led to more frustration on both ends.
Times have changed. The innovation of callback service and other leading callback software organizations has led to a new paradigm in the customer engagement experience. Recent research shows that about 63% of callers prefer a callback. The implementation of the virtual queuing system has taken the pain out of waiting on hold indefinitely.. Virtual queuing simply places a call once a live agent is free to speak to the customer. This has created a smooth effect in dealing with call volumes at various points in time.
2. It helps to manage your overhead costs: One of the major expenditure that every business faces is personnel costs. When call volumes increase, the rational thing to do would be to employ more call center agents. However, when there is a low call rate this increases your redundancy ratio and ultimately affects your profit margin. Beyond this, the cost of huge telecommunication bills despite the low success rates in the calls made is a no-no for every discerning business. The callback system is easy to operate and takes a low maintenance margin to keep it functional. This means it is a credible return on investment for improving your customer interface.
Also, the one-time set up fee makes it a viable alternative than employing agents who would end up incurring recurrent expenditure for your business. One of the reasons of implementing a callback system from the point of the business owner is that you guard against leaks in your balance sheet.
3. The nature of your business and the context of its operations: Certain kinds of businesses are built on responding to emergency situations. For example, the locksmith does not have the benefit of time if he wants to remain in business for a long time. However, he has to appreciate the reality that certain situations might not permit him to respond instantly to calls from customers. This makes it important to have a system that shows promptness and concern for the Customers best interest. On the other hand, every business must be built to be customer-centric. The new horizon for emerging businesses has set high standards for customer satisfaction.
Businesses that have been operational for a while must embrace new technologies that keep them on the cutting edge. The virtualhold.com offerings are part of the software which is re-shaping the outlook of 21st Century businesses. It is easy to implement the software into your already existing customer service experience. There are currently various reviews that have shown how this increases productivity and cost-effectiveness for most businesses. It is a welcome development to be part of a Strategic business initiative.
4. It is easy to track and it guides your decision making: The new technology in the callbacks do not just make calls, it helps show you the average speed to answer, abandoned calls, hold times, etc. These are critical metrics for every business to leverage and optimize. Essentially, a proper diagnosis of the trends would help strengthen your in-house policies, service mechanism and improved trainings. Ultimately, it gives you a leading placement in creating an organization that is viable and is actively engaging its customers.
5. Loyalty spells success: Increasing loyalty in today’s world shows that the contact center must be functioning optimally. The callback system by virtualhold.com is not only bringing about positive data but showing that it has long-lasting positive effects on the business.
How To Keep Your Personal Information Anonymous And Secure While Using A Web Browser
Browsing the web or checking Facebook a few times a day has recently become something natural as breathing and eating. People wake up, immediately reaching for their phones to be up to date. Is it already an addiction to the Internet? Of course, it depends…
How To Stay More Secure When Using Kubernetes
Kubernetes is an open-source system for automating deployment of new apps and software, and is becoming increasingly popular due to its utility in going back to previous versions. But while lots of developers are excited to take advantage of the benefits and convenience offered by…
If Online Privacy Is Dead, Is There Anything We Can Do?
The online world is both wonderful and frightening in equal measure. On the one hand, we have access to unlimited information and resources, but on the other, we have zero privacy. For most adults, the internet is a part of every aspect of their daily…
Reason To Choose Comodo SSL Certificate To Secure Your Website
It should be clear by now that for your website to survive in this modern era, hacker ridden internet era, it is important for all the information that go on it or through it to be encrypted. To have a website without SSL protection is…
6 Unexpected Security Concerns, and How to Prepare
As powerful as the Internet is right now, it’s impossible to even imagine where it will go over the next years and beyond. But, as fast as security protection continues to improve, hackers seem to improve even more quickly. Everything from new devices to apps…
- 3D Printing
- App Dev
- Artificial Intelligence
- Arts and Entertainment
- Big Data
- Blockchain Tech
- Business Technology
- Car Technology
- Cloud Computing
- Cloud Storage
- Computer and Technology
- Conference Calling
- Coupons and Deals
- Cyber Security
- Dark Left 1
- Data Center
- Data Recovery
- Digital Arena
- Digital Marketing
- Edu Tech
- Email Marketing
- Google Glass
- Guides and Tutorials
- Health and Fitness
- Home Appliance
- Home Improvement
- Home Security
- Internet and Businesses Online
- Internet Marketing
- IT Careers
- Mobile Apps
- Mobile Security
- New Tech
- Online Shopping
- Project Management
- Reference and Education
- Reputation Management
- Sales & Marketing
- Self Improvement
- Shopping and Product reviews
- Small Business
- Social Media
- Tech Trends
- Technical Support
- Technology in Education
- Tips & Tricks
- Tips And Tricks
- Video Conferencing
- Virtual Reality
- Wearable Technology
- Web Design
- Web Development
- Web Hosting
5 Reasons Your Company Needs Roofing CRM
Customers are at the heart of your roofing business, no matter if you are serving one, one hundred, or one thousand of them. Therefore, you want to make sure that every customer receives the best care possible. If you’re still using a spreadsheet and filing…
Want To Get Noticed On Google? Why There’s No Single Trick To Getting There
No doubt you’ve seen many a blog or post that include phrases like ‘by using this simple technique’ or ‘the secret to ranking higher’ when looking for ways to improve your standing on Google. Whether or not you’ve tried these ‘hacks’ (another misleading term), there’s…
Online Security Tips You Might Not Know About
Technology is now playing a major role in our daily lives. From how we work to how we spend our leisure time; it is central to us all now. Of course, a tech advance that has transformed our lives the most is the internet. While…
Here’s How Proxies Can Aid Email Protection
Are you concerned about your email protection measures? If that is the case, then this is for you. It all began in November 2014 with leaked emails from Sony Movie Pictures. After this leakage of emails went viral all over the world, people, organizations and…
3 Ways to Prepare For Cyber Security Risks That Employees Must Know
In a world where everything is much easier to do via mobile, app, or device, technology is not going to slow down. We’re all guilty of potentially owning more than one device, whether that is our personal phones, work phones, tablets or fitness trackers. All…
Non-Negotiable Elements For Your Business IT Security Plan
In 2019, having a business IT security plan is more important than ever. An IT security plan is the first line of defense you have for protecting your business – and your clients – against cybercriminals. Cybercriminals include hackers, who frequently obtain personal information with…