The customer service process is continuously evolving, with the goal of ensuring quality in customer service delivery. For instance, the call centers have been equipped and developed to have the capability of handling more calls in order to reduce the callers’ waiting time on queue.
However, further improvements must still be considered to decrease the number of clients who end up waiting and abandoning their calls. If these issues are left unresolved, the callers will end up hanging up with their concerns and queries un-addressed. Hence, the need for a more efficient callback system must be created.
Most organizations consider outbound calling as an effective way to address their callers’ lengthy waiting time. 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 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 (the callbacks), to make sure all of their callers’ concerns are addressed.
The benefits of callbacks
Based on the study conducted by CorvisaCloud and uSamp, implementing callbacks can result to increased customer satisfaction and employee productivity, due to significant decrease in dropped calls and hostile customers.
Moreover, the callback system can also result to 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, there are important points that you first need to consider.
One of the most vital question is the service level, “how long will a customer wait before they receive their callback?”. Most call centers offers 30 to 60 minutes depending on the number of agents they have at the time, and the demand.
You should note, however, that there are 7 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 to win 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 a fast and efficient customer support can result to 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, for instance, problems at their office.
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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