Callback Series: Are there Workforce Management Aspects I Need to Consider? Part 4
We set the stage in Part 1 of this series by posing four commonly asked questions relating to Callback. In Part 2, we discussed the core competencies required to execute Callback. In Part 3, we discussed KPIs and introduced new Callback KPIs. Part 4 will discuss the areas you need to address in your workforce management strategy after Callback has been deployed.
Most Callback solutions have at least two operation modes: on and off. But what happens if you want to make operational changes to react to the changing conditions that naturally occur in contact centers?
Consider the following scenario: the contact center experiences an unanticipated spike in call volume driving wait times to high levels. Simply offering a first-in-first-out (ASAP) Callback may compound the call demand you are experiencing creating an ever-growing wait time condition.
Having “smart” op modes allows the Callback system to automatically respond to high wait time and react in a way that would benefit the contact center. A better alternative is to only offer scheduled callback options encouraging callers to push demand to another part of the day or week providing a relief valve to the center.
Another potential scenario to consider is when the wait time exceeds the amount of time left in the day. Prior to implementing Callback, the strategy to stop routing calls to queue and play a “we are closed” message at a particular point in time (i.e. 9:00 PM), allows you to control the amount of demand your agents need to satisfy the end of their shift.
But what happens at 8:55 PM when the wait time is 10 minutes? Do you really want to set an expectation with a customer that an agent will call them back after your center has closed?
Callback systems should have the capability to determine when the wait time for a particular caller exceeds the amount of time left in the day and offer to schedule a callback during normal business hours the following day. This not only protects your staff from having to work past the end of their shift, it also lowers the customer’s overall effort to satisfy their needs.
The Callback system should be able to automatically manage the customer experience based on the current conditions.
Traditionally, a customer hears a “we are closed” message when they call your center after hours. While the message offers important pieces of information such as your normal business hours, it potentially frustrates customers, as it requires them to call back in during your normal business hours.
Callback can also offer a better experience for callers after hours. Rather than playing a message and hanging up on the customer, offer them a scheduled callback for a future time during hours of operation. Not only can this particular mode assist with your contact center after hours, but it can also relieve the contact center of the morning bubble caused by callers who attempted to call the previous evening.
You want a Callback solution that can properly respond to your needs dynamically, and you need this capability “baked in” based on the experience of hundreds of contact centers using the solution. When it comes to the customer experience, experience counts.
Want to learn more? Read more of the Callback Series and learn how Callback can impact not only the contact center but also other organizational departments.