Understanding callbacks
Most organizations consider outbound calling an effective way to address their callers’ lengthy waiting times. The thing is, simply increasing their number of agents might only prove to be a more costly option, while doing so doesn’t necessarily ensure thorough resolution during the high peak season.
When using callbacks, the companies do not need to hire more agents. When the queue allows, they can have their inbound agents do outbound calls (callbacks) to ensure all of their callers’ concerns are addressed.
The benefits of callbacks
Based on the study conducted by CorvisaCloud and uSamp, implementing callbacks can result in increased customer satisfaction and employee productivity due to a significant decrease in dropped calls and hostile customers.
Moreover, the callback system can also result in increased company sales since addressing a potential customer’s query can decrease the possibility of them choosing a competitor’s product or service over yours.
How to implement a callback system effectively.
To implement an effective callback system, you first need to consider several important points. One of the most vital questions is the service level: “How long will a customer wait before they receive their callback?” Most call centers offer 30-60 minutes, depending on the number of agents they have at the time and the demand.
However, you should note that there are seven key factors that influence a customer’s expectation of a callback.
1) Who is footing the bill
Callers are usually more tolerant when they are not the ones being billed for the call.
2) Motivation Level
How important is the call to the caller?
3) Is the competitor’s service better?
Usually, if your competitor is known to be a fast responder, the caller may consider availing their products/services over yours, which can cause you long-term profit loss. Remember that it’s easier to keep existing customers than winning new ones.
4) Availability of alternatives
Having a website that your callers can refer to or a comprehensive FAQ page that they can use to look for the answers to their questions can also help reduce your call volume.
5) The Caller’s Expectations
Building a reputation of having fast and efficient customer support can result in your callers becoming more tolerant.
6) Human Behavior
The mood of the caller may also be determined by other external factors that have nothing to do with your company, such as problems at their office.
7) Time
Some callers have more time to spare than others. For example, retirees may have the time to wait for a callback, while working people and businessmen don’t.
The points that I shared will help you improve your customer service process through effective callbacks.
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