The quick answer is that subscription Callback lets small and independent businesses leverage enterprise-quality solutions that are purpose-built to fit their needs. It’s a pay-as-you-go service that requires no setup, is handled almost entirely online, and can be live for your agents within days.
If that’s not enough to pique your interest, let’s start at the beginning.
It’s been widely quoted that more than 60 percent of customers think that waiting even one minute on hold is too long. At the same time, one of the commonly recognized ways to increase customer satisfaction is to give them more control over their experience with your brand. VHT combined these two concepts more than 20 years ago and invented virtual queuing, the process by which customers on hold are offered the option of an agent calling them back at a time of their own choosing – and voila, VHT Callback was born. Since then, Callback has helped clients give back to customers around the world decades’ worth of their own time, minute by minute.
Why Callback Cloud?
The digital transformation brought the ability to throw off the restrictions of the on-premises contact center and float all or part of customer service operations into the cloud, the virtual realm where networks of remote servers use the Internet to connect people and business systems, as well as store and manage business data. With its emphasis on technology, ease of use, and flexibility, the cloud was a natural fit for callback processes, and VHT Callback cloud was born.
Callback cloud uses the benefits of the cloud to integrate all your communication channels across all business units, simply, quickly, and cost-effectively – a true omni-channel SaaS platform cloud solution. And, since the cloud is so cost-effective, it allows contact centers of any size to deploy this solution without the need to purchase and install any software or hardware.
Metrics and More
Now, about the contact center operational metrics that are so important today: Callback cloud can decrease agent talk time, optimize workforce utilization, and reduce the overall average speed of answer, which means faster problem resolution and therefore stronger customer experience KPIs.
Good data is taking an ever-larger role in the digital transformation, and Callback cloud offers instant reporting through web access to both real-time and historical data. The solution’s web-based dashboard tracks individual caller data as well as callbacks in queue, callback outcomes, pre-queue durations, and estimated wait times (EWTs). Having this data at your fingertips gives both your staff and your management the freedom to monitor key metrics from anywhere at any time.
Since Callback cloud lets you see and understand every phase of the customer experience, from initial request to issue resolution, you can proactively monitor the process and take appropriate action to address any customer frustration issues and spikes in call volume. This proactive approach helps ensure positive customer outcomes.
Why Sign Up for Callback Cloud Online?
Every business today has the same need to reduce customer frustration in order to be successful – but not every business can avail themselves of pricier tech solutions or hire enough staff to attend their channels 24/7. What is needed is a flexible, affordable solution that solves the problem of calls going unanswered or left on hold and will instead facilitate the high level of customer service that will encourage customer loyalty.
With these points in mind, pay-as-you-go Callback cloud was created to address the needs of:
- Small businesses
- Contact centers with seasonal or widely fluctuating call volume
- Companies that would like to test out the concept of Callback cloud before moving into a yearly plan.
Callback cloud’s fully self-service platform works through a dial-in number or a widget added to your website or mobile app. There’s no need to invest in additional infrastructure; you don’t even need to alter your existing customer service number. When your customers request a callback from any channel, they can select to either be called ASAP or at a scheduled time. Then these requests are sent to the VHT platform and entered into your virtual queue. The system can be configured to call either your agent or the customer first as part of the process of connection; either way, the virtual queue does all the holding so neither your agents nor your customers have to.
Your signup and billing is available online, so Callback cloud can be up and running in your contact center within days. This doesn’t mean you’re expected to configure it yourself; a team of platform experts will be on hand during your planning and deployment phases to provide advice and guidance. Since the solution is ready to go where and when it’s needed, you only pay for the service you actually use. And finally, after installation, VHT provides email support to every Callback cloud customer, with an additional phone-support package also available.
Ready to try subscription Callback cloud? Get started today.