Let’s assume for the moment that you accept the viewpoint that a callback solution is best practice from a customer experience standpoint: Surveys have consistently found that the majority of customers find waiting on hold to be deeply frustrating, and that they prefer the control and convenience of scheduling a callback rather than waiting for the next available customer service representative.
However, beyond the obvious importance of targets like reduced customer frustration, improved customer ratings, and better KPIs, what can VHT Callback do to reduce costs on the operational side of your contact center?
Make the most of your agents’ time and skills
In these days of emphasis on profitability, few contact centers have the luxury of handling call volume spikes by hiring more staff who will likely sit idle during call volume lulls. Callback gives callers the choice of being called back as soon as an agent is free or at a scheduled time that is more convenient for the caller. Then, before the callback is placed, information about that caller is sent to the agent in advance, thereby streamlining the entire callback process and facilitating positive, constructive conversation. Your staff is empowered to be the professional advocates they’d rather be, instead of the recipients of frustrated venting. Call-handling KPIs such as average speed to answer, abandon rate, and SLA all improve. In fact, Callback’s dashboard comes out of the box with more than 20 built-in reports on key metrics, as well as the ability to create custom reporting, so your employee satisfaction and retention rates likely will as well.
Improve operational workflow
Let’s start with the basics of telephony costs: If your customers are not waiting on hold, they’re not occupying a trunk, accruing toll charges, or abandoning before they are connected to your representatives, which racks up costs that may not be recouped.
Further, VHT Callback boosts your contact center’s efficiency by jumping into action only when it’s needed. It mitigates the negative impact of unexpected peaks in call volume and aligns resources according to your customers’ defined needs. Potentially abandoning callers can even be re-engaged, and their issues can be resolved after they call only once; they don’t need to hang up and retry over and over again. They’re also not spending unnecessary time with your IVR; Callback bypasses the IVR and takes them directly to an agent who’s been properly informed about their reason for calling. Eliminating these repeat calls also helps your contact center management make more accurate call forecasts and thereby more efficiently allocate your workforce.
Callback even includes “smart” operational modes that allow it to automatically respond to queue parameters you select in a way that benefits your contact center. During high wait-time periods or near the end of the work day, for instance, it can offer only scheduled callback options, encouraging callers to engage at another time such as the next business day. The callers’ effort is not increased, and your staff is protected from working past the end of their shift, even relieved of the “morning bubble” of callers who attempted to call the previous evening.
No extra capital expenditures required
Contact centers of any size have to work within budget restraints and commitments. Callback offers flexible pricing and a variety of ways it can be implemented into your system — whether it be existing or new, single or multivendor, on-premise or cloud – without requiring any additional investments in technology or infrastructure. It even works through your existing customer service phone number. As a SaaS solution, there are no costs associated with maintaining or installing equipment. And since it’s open API, a simple widget on your site or app allows mobile or web customers to access Callback.
No Callback client is an island
Finally, VHT has been active in the virtual queuing arena – which they had a major role in inventing – for more than 20 years, and they’ve constantly expanded their expertise and product offerings. In other words, this is not a company that will sell you a solution and then leave you to muddle through on your own. VHT’s own customer service and support is recognized as outstanding, with a very responsive and knowledgeable team. Email support is included as part of your Callback experience, and phone support is also available. VHT even makes it a point to do regular wellness checks with clients to ensure top results and the knowledge and use of best practices.
In summary, VHT has been built on the belief that contact center solutions should work with each center’s systems, be easy to use, and be ready to go whenever and wherever they’re needed. And VHT Callback is the front-line solution we built to achieve that mission.
Ready to see the impact Callback can make on your business? Try it today for free.