Most of us have experienced calling customer support only to end up listening to the following recorded message:
“Your call is important to us. An operator will be with you as soon as possible.”call overflow
It sounds like it’s going to go on forever, right? Soon enough, boredom sinks in, prompting you to hang up the phone.
Let’s state the obvious: long hold times can have damaging effects on relationships between customers and providers.
According to a 2017 study by Arise, almost two-thirds of customers said they would wait two minutes or less while 17% said that “no wait time is acceptable.”
Those figures are significant, which is why you need to implement key strategies that will help eliminate long hold times in your contact center.
One such key strategy is to implement scheduled call-backs in your call center operations.
Offering customers the option to schedule a call-back at a time that’s most convenient to them will not only positively impact your relationship with customers, it will also prove beneficial for your company’s bottom line.
Here are the reasons why.
1. Prevents spikes in call volume
Unless you’re overstaffing on a regular basis, spikes in call volume come with the territory when you’re managing a call center. Handling call overflow in the call center is an important aspect to customer service.
These spikes, of course, result in unbearably long hold-times, causing customers to feel frustrated. Moreover, high call volumes place a lot of burden on agents, causing agent morale to take a dip.
All these combined can have negative implications on your company’s bottom line.
Scheduled call-back protocols and call center technology has a strong positive impact on call center customer service and help to handle call over flow. Scheduled call-backs, after all, defer calls to a later time, smoothing out call traffic.
This is where scheduled call-back protocols and technology come in. Scheduled call-backs, after all, defer calls to a later time, smoothing out call traffic.
2. Paves the way for a more personalized customer service
Scheduled call-back technology offers customers the option to enter information that’s relevant to the issue at hand.
After setting up a scheduled call-back using the IVR system, the call center will have access to plenty of information that may prove instrumental in bringing about a quick resolution.
With all these information entered in the CRM, agents are better prepared to handle the customer’s issue before they make the scheduled call.
It also saves a lot of time, since agents don’t have to ask their customers for information or dig deep into their CRM software to get access to relevant data needed to resolve the problem.
3. Reduces costs
Extended hold times not only reduces customer satisfaction, but they also cost your business money. By offering a call-back option, callers won’t have to spend such a long time waiting in the queue, saving your company a lot of money in the long run.
4. Increases customer retention
Scheduled call-back technology saves customers the hassle of having to make them waste their time waiting in the queue.
More often than not, being offered the option to receive a call-back at a time that’s most convenient to them will make customers feel that their time is being respected.
The fact that the call center is taking the initiative to return the call is also a good indication that your customer service is always willing to go the extra mile for customers.
It lowers abandonment rates, improves customer satisfaction, and increases your bottom line. It’s simply one of the best investments you can make as a business owner.