Why Call-Backs

Why Call-Backs?

Removing the frustration of long hold time leads to happier callers and more #profitability.

• Eliminating hold time improves the customer experience.

Most customers will tolerate being placed on hold but will lose patience quickly, resulting in an angry caller, or worse, an unanswered call. Either way, the result is a poor experience for both customers and your company, which no business can afford to take lightly. Replacing hold-time with a #call-back improves your customer’s experience and bottom line.

• Call-backs reduce spikes in call volume.

Whether you regularly experience peak periods or occasionally have spikes in #callvolume, call-backs can reschedule calls until volumes are more manageable. Stretching peak periods improves #productivity and reduces the need to hire additional resources. It also reduces the number of repeat callers, which further reduces spikes.

• You can lower telco costs with the use of call-backs.

When you keep a caller on hold, the line is occupied for the entire duration. Call-backs eliminate the need to keep lines open, removing the telco costs associated with hold time. This also frees up lines, cutting down on costs.

• Calls are shorter when customers aren’t complaining about hold time.

An angry caller can become impatient, often complaining about their negative customer service experience, which increases the length of the call. Why put the #customerexperience at risk? With call-backs, your customers can start every conversation off smoothly, resulting in lower handle times and improved efficiency.