4 Reasons Your Call Centre Still Needs a Callback Service
As call centers forge into the future and continue to make changes to meet their customer’s demands and expectations, the chatter often seems to revolve around digital planning. Everyone is talking about improving their applications and using web chat. But what about some of the more traditional measures that continue to remain important to consumers?
One thing we know is that the majority of consumers who are contacting you with a complaint prefer to access your voice channels. When people are upset, they still want to deal with a human being. But sometimes, it just isn’t possible. This is where the callback service comes in — it’s an automated response that still triggers the human contact your caller is looking for.
1. Consumers don’t want to wait on hold
This one is simple. People dislike waiting on hold, and having the callback system in place will ensure people don’t wait unless they want to. This allows them to automatically be put into a queue where they will get a callback, from a human being, as soon as possible.
With options like voice call recording, all the data can remain intact up until the actual contact is made, and beyond.
2. It helps to manage personnel costs
One of the largest overhead costs call centers have to manage is their personnel costs. When call volumes increase, you’ll want to increase your agents — but it isn’t always that cut and dry. With unexpected ups and downs, it can sometimes feel impossible to predict when these peaks may occur.
With the callback option, you relieve the pressure from the agents and keep your customers happy.
3. The context of the call may be urgent
Depending on your industry, you may be reciting emergency calls. This can be anything from a plumbing emergency to an insurance claim. If your customers feel it’s an emergency, your business needs to have the ability to respond almost immediately. When that’s not possible, having a callback service is your ideal solution.
VOIP with call recording will let your customers leave their information and be confident it’s getting to someone who can help them and return their call.
4. It’s easy to view the results
One of the most powerful reasons to have callback service is because it WORKS. And, the good news is that the proof is there. You’ll be able to easily measure the results of your program, and monitor everything from customer satisfaction to voice call recording usage.
With Nectar Desk’s state of the art call center software solution, you can be certain that your customers will have all the functions and features they need to have an amazing customer service experience.