Don’t leave your customers hanging! Enable callback requests

Don’t leave your customers hanging! Enable callback requests
By Sakshee Sunil Sarrawgi . 18 Mar 2019 . image 5 min read

No matter how much detail you provide on your website or how user-friendly your app is, there will always be instances in which your customers will need to contact you directly. A study conducted by American Express shows that 46% of customers prefer to talk to customer service agents about complex issues when compared to automated voice channels. However, it is not always possible to immediately connect a customer to an agent. Waiting in the queue to get in touch with someone from the customer support team builds frustration among customers. Especially those customers who are already annoyed or confused and are thus, calling you to solve a particular issue. Over 57% of customers feel that a wait over 1 minute is too much. Moreover, 67% of customers hang up the phone out of frustration when they are not connected with a real person to talk to.


Larger call queues lead to more lost customers, while, having more agents increases company costs and idle time during non-peak hours. What is the solution? Having a callback option allows you to give customers what they want, at their convenience. People are more likely to make high-value purchases online after speaking to an agent from the company. Mobile phones remain a critical part of creating effective sales strategies. By giving your customers control over when they want the callback, you can increase customer satisfaction immensely and benefit from:


Decreased call abandonment

Long wait times build frustration and lead to abandoned calls. This prevents the problem the customer actually called about from even reaching the agent. Which in turn leads to higher repeat calls, increasing customer dissatisfaction and lesser customer retention. With call back services customers will no longer have to wait in line to get in touch with your agent. Instead they can easily request for a callback, at a time suitable for them. This further gives agents a chance to address the actual problem and increase customer satisfaction.


Improved agent productivity

When a customer requests a callback, all their information including customer contact, call history, the context of previous calls etc., are made available on the agent’s screen. With one click of a button, they can get in touch with the respective customer. In addition, agents also have the ability to reschedule or cancel callback requests. This process saves both time and effort, increasing the productivity of agents. It also means that there is no miscommunication. Company representatives have all the tools and details they need to manage and make the most of their interactions with customers.


Reduced Cost

Long hold time increases toll charges, considerably adding to the overall costs of the business. By providing customers with a callback option, you ensure that callers are not simply waiting to be connected to an agent. Moreover, you also save costs by eliminating the need to increase agents as your business grows. You can now handle a larger customer base, increase customer satisfaction and resolve issues faster, with the same amount of resources as before.


Higher customer retention

Through callback technology, you never lose customers simply because of having a lot of customers. The sheer volume of calls generated is managed better, thus, allowing you to cater to the specific needs of each customer. Ensuring that your customers are satisfied means that they will stick with your brand and choose it over competitors. As a result, you benefit from higher customer retention and increased customer lifetime value.


Smart routing

Callbacks are routed to the right agent and in the right order of priority. This leads to faster resolutions and reduced customer effort. It further ensures that the agent with the most expertise in that particular area, answers the customer’s query. As a result, the quality of all customer conversations and overall business communication is increased exponentially.

In today’s fast-paced world, people don’t have free time for themselves, let alone waiting in a queue to talk to a company representative. “Please wait for the next available agent,” are the words dreaded by each customer who tries to reach your business. With the option of calling back, you give customers the chance to leave the hold queue, on good terms. Call back requests help you satisfy busy callers and reduce the wait for the customer next in line, simultaneously.


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