You probably already know about callbacks, as they were on the frontline during the early days of the pandemic, helping to reduce traffic spikes. Callbacks can iron out call surges by shifting calls and scheduling customers to be called back as-soon-as an agent becomes available, or later at a more convenient time. Callbacks not only flatten spikes, but they also can reduce telecom costs by flipping toll-free calls to less expensive outbound ones. Callbacks reduce abandons and significantly improve CX by giving customers back their time instead of having them stay on-hold.
Callbacks can also be combined with campaign management to tackle another strategic issue, assisting with web-based inquiries and with mobile applications. Doing so allows the full context (page) of these inquiries on digital channels to be captured and passed to skilled agents. Such routing lets you handle them in a much more effective manner. The campaign engine can send confirmations and notifications, too.
Yet another benefit of using campaign-driven callbacks is that it allows the grouping of calls by topic and the ability to assign them to the best agent, resulting in significantly lower average handling times. As an example, one of our customers went as far as converting its entire contact center from inbound to outbound, using a Virtual Customer Assistant front-end on the web and the IVR, and handling inquiries that cannot be handled, or requests for human assistance, via callbacks. Using this approach, this customer service operation was able to reduce its average handling time by over 18% in addition to resolving all its traffic issues. Click here to learn more about Acqueon Callback.