When optimizing your call center efficiency, there’s no question that call back solutions offer an improved experience. No customer likes to wait on the phone, especially during peak hours. By utilizing call back solutions, your contact center can help improve your key performance indicators (KPI) metrics and enhance the overall customer experience.
Below, explore the five benefits of utilizing call back solutions and how to implement these solutions at your contact center.
Benefits of Call Back Solutions
Using call back solutions can improve customer interactions in a contact center. Call back solutions were first introduced in the 1990s, offering a way for customers to hold their place in line without having to remain on the phone.
Call back software asks callers to enter their name and phone number, automatically dialing them back when a contact center agent is available. In turn, this helps shorten queue times and enhances the overall customer experience.
This software is powerful in reducing reduce stress on agents, especially during peak hours. Adopting call back options at your call center can provide several benefits, helping to give you a competitive edge over other contact centers.
1. Boosts Customer Experience
Providing a call back option gives customers more choice in their call experience. For example, those who wish to remain on hold can do so, but others can feel free to go about their day until their call is returned. Anyone who has ever waited on hold for too long can understand the frustration of lengthy wait times, only to speak to an overworked agent.
Overall, this control and empowerment provided to customers helps enhance the customer experience. When customers receive a call back, they are more likely to be in an improved mood as opposed to a customer who has waited on hold for too long. Both customers and agents are more likely to have an improved interaction after a call back.
2. Improves First Call Resolution
First call resolution (FCR) is when customer service agents can address a customer’s needs on the first time they call. In turn, this means no need for agents to return calls. Opting for call back solutions delivers a calmer, more patient-agent interaction.
Agents who are rushed to return calls in order to get through a lengthy call queue may rush through calls, which means a second or follow-up call may be required. In turn, first call resolution can be greatly improved by utilizing call back solutions.
3. Lowers Abandonment Rates
Implementing call back solutions for your contact center can help you to lower call abandonment rates. Customers waiting too long to speak to a contact center agent may end up frustrated, leading them to end the call and try again later.
In some cases, customers may end up turning to competitors if wait times are always too long. Using call-back solutions offers callers a chance to receive a call back, helping to reduce their frustration.
4. Streamlines Peak Hours
During peak calling times, wait times can quickly get out of hand. This increasing call volume can put stress on both call center agents and cause frustration for callers. Offering call backs helps reduce the number of callers waiting in the queue, helping to streamline call center options during peak hours.
Furthermore, using call back solutions helps ensure a higher level of customer service provided by agents, as stressed agents may rush through calls knowing there is a lengthy queue ahead. Not only are customers in a better mood after not waiting on hold, but agents are also more likely to be productive and solely focused on the customer without a queue over their heads.
5. Reduces Call Duration
Another advantage of using call back solutions is reduced call times. Before the call back, agents can use software to gather information on the problem, already working to develop solutions to present to the customer. Not only can this help reduce the call duration, but it also shows customers your agents are prepared and ready to address their concerns.
When agents can more quickly resolve customer concerns, the quicker advisors can move on to other customers. Opting for a call back can help reduce call duration and provides more information to agents before the call begins.
Streamlining Your Contact Center
Utilizing the right set of tools can help streamline your contact center. Streamlining your contact center can help you to improve the customer experience and reduce stress on agents. Not to mention, using call back solutions can improve processes during peak calling hours, reducing call duration, and lower call abandonment rates.
Ready to learn more about implementing call back solutions at your center? Contact Call Tools today to learn more about call center software to help you improve your metrics. We’re here to answer any questions you have about our software solutions.