There are a plethora of problems that you can encounter when receiving calls from your customers. However, as a customer service provider, one of the worst things that you can do is to place your customers on hold for such a long period of time, that they’ll end up hanging up.
The good news is, technology has progressed and can offer a quick and effective solution when encountering this dilemma. With the 'Call Back' option, you can save time and improve work efficiency. In fact, 75% of customers prefer the option of call back over being placed on hold.
With that being said, here are a number of advantages of using call backs, and why you should utilize this feature:
1. Lowers abandon rates
Simply stated, abandon rates refer to the number of disconnected or abandoned calls by a customer that was placed on hold. This occurs because letting your customers wait on hold almost implies that you are asking them to be patient—which only a handful of customers are willing enough to do.
In effect, abandoned calls mean that customers have to repeat their calls which decreases both First Call Resolution and customer satisfaction.
To avoid this, a call back secures a customer in line without having to wait on hold. In fact, a study conducted by Contact Babel indicated that 32% of call centers experienced lower abandon rates with a call back deployed.
2. Improves customer experience
In light of point number 1, 90 percent of customers become frustrated after having been placed on hold. They become impatient and intolerant with your services and end up complaining. This can lengthen the duration of the call and can brand your services with bad image.
Why risk your customer's experience? With call back solutions, you can anchor the customer experience on a positive ground by providing services that are convenient and satisfying.
3. Cuts cost-per-call
Cost-per-call is a metric that call centers use to indicate the total cost of calls handled given a specific amount of time. This is normally a basis of staff efficiency.
Given this, keeping a customer on hold can incur additional cost for your company and at the expense of workforce efficiency.
With a callback solution, not only will you be able to improve your customer satisfaction, but you can significantly cut your cost-per-call since it reduces the number of callers on hold. As a result, you can lower telephony and staffing as well. That's good news!
4. Reduces spikes in call volume
A surge of call volumes can exhaust your agents without generating effective results. Whether in peak or regular seasons, offering a callback option can help smoothen out the spikes in the curve and improve workforce efficiency.
Callbacks can be contrasted to an insurance policy—you are rest assured that in spite of the spikes in call volume, you are able to manage the traffic with ease and efficiency.
What's next?
The clear-cut benefits of deploying a call back solution are convincing enough to see it as one of the sources in delivering excellent customer service.
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