It is no secret that customers do not like to wait. In fact, polls show that more than 60 per cent of consumers feel that even if they wait too long. Companies also hate it: they pay for all the time spent on the phone, even when customers wait.
The obvious solution to reducing wait times is to recruit more agents. But not only is this not a cost-effective solution, it can also cause a programming dilemma: the presence of sufficient agents when the volume of calls at its peak usually means payment to many agents to remain inactive when the volume is low.
However, there is a very practical solution that can be appreciated by both consumers and call center managers. It is called a “callback” or “virtual retention” technique. We conducted a survey to see if customers appreciated callback and when they expected companies to use it. Here we present these results and discuss three different ways companies can get them.
Ask our first question Respondents any question they prefer if they contact a company and all agents are busy: Wait or receive a call. The majority, 63 percent, preferred re-engagement.
This data indicates that companies that often have to make customers waiting to wait should consider adding a reconnection option to their phone system.
Our next exploratory question sought to determine when customers would be willing to spend the wait before preferring to call back. Most respondents said they would be willing to wait for up to five minutes before preferring the callback option. More than a quarter said they would always prefer to reconnect instead of any waiting time.
We expected to see such a distribution: as the number of participants decreased as the waiting time increased. More unexpected is the number of people who do not want to wait up to five minutes. This data shows that customers value the callback option even when the waiting times are short.
At this point, it seems clear that customers value the option of receiving a callback when the waiting times are met, even when the waiting times are five minutes or less. Then, after selecting the call back and off option, how long do customers wait for the call itself? The clear majority expects a call back within 30 minutes.
The upshot is that more than a quarter of respondents said it did not matter when their call would be repeated. It seems reasonable that this is due to the fact that many people carry cell phones with them wherever they go, making the call call back less important.
As sophisticated and adaptable to modern business telephone systems, calls are usually made in one direction, from the caller to the caller. From a technical point of view, the callback is unique: it coordinates two calls, one in each direction, and is usually responsible for making the second call. They are not available at all, even in most commercial telephone systems.
However, companies that decide to add a callback option to phone systems have some ways to get them. These include:
Callback technology has been available since the early 1990s, when it was in two forms: “Redial in the Valley” and “Redialing the Countdown”.
Wait for the callback in the valley until the peak hours finish before making the return calls, making the customers wait for an indefinite period of time, often hours. Callback Callback Countdown Callback is set automatically at the specified time of the customer, whether the agent is free or not. This leaves agents who need to ignore the call or try to reconcile two calls each time. None of the two methods had good results.
This was only after the Ohio-based virtual detention technology launched the first intelligent recall system to the market in the mid-1990s. VHT coined the term “default queue” to distinguish it from the two already in the market. Today its name is synonymous with the same technology, as many companies and customers refer to callback systems as a “virtual retention technique.”
We talk with Ted Bray, vice president of product marketing and VHT fields, to learn how to implement his product. The VHT platform operates on standard industrial devices integrated into the standard PBX or IP-PBX telephone system or communication key. The platform is also integrated with other programs, such as CRM programs.
The VHT callback system provides callers with two options. They can enter a virtual queue and receive their calls as soon as they reach the interface: VHT calls this option “as soon as possible”. Alternatively, callers can choose to schedule a redial at the time they select, ensuring that it fits in with their schedule. This option is called “Scheduled.”
The VHT platform is designed to be an ideal complement that provides businesses more than just a simple reconnection. It contains a large number of valuable communication metrics, which show changes before and after.
“First, we compare where the client is in terms of waiting times, waiting times, abandoned calls, response speed, etc. We then track these improvements over time,” says Bray. “The results are very convincing.”
VHT technology is very effective in a wide range of scales in a variety of sectors
In fact they are. On the VHT homepage there is a counter that shows that customers have saved about 1,500,000,000 minutes of waiting time this year only.
The second method to perform the callback was created by the FastCustomer callback service provider. His idea began when one of its founders, Aron Dragushan, was waiting, increasingly frustrated.
“This seems an old problem,” explains another co-founder of the company, Mark Quezada. “We thought two computers could sit and keep each other and let us know when someone was at stake.” Then we started looking for a way to do that. “
They found one. They started using Twilio, which explains Quezada, “It made us move very fast.
They soon found themselves building their own integration process, refining their communication algorithms, increasing their success rate from 50% at first to where they are now, at 95%.
The FastCustomer connection is unique because it requires the client to know the service before making the call. The process begins when the customer searches for a company name on the FastCustomer site, the Android app, or the iPhone. After that, the customer can see the estimated current waiting period for the company to communicate with a live agent.
But instead of calling this time and waiting, the customer can click the button to receive a call. After that, FastCustomer dials the number of this company, and moves through Interactive Voice Interactive (IVR) to connect with the correct section, waiting for the agent to recover, then returning the call to the client and closing the calls. The client does not even need to pick up the phone until there is an agent ready to talk.
The Android FastCustomer app automatically selects boxes as they move from step to step
“On the part of the company,” says Kizada, “it seems that the caller is calling him through the IVR service, and there is no real difference on his part.”
Companies interested in providing this type of call can do so by opening an account with FastCustomer. By providing information about your telephone systems (for example, section extensions, IVR options), the company can access the FastCustomer database. The company also receives a small tool that you can connect to your website. The widget advertises the service and allows customers to enter the number they wish to receive a call to.
If none of the options above looks like the correct setting, there is a third option to redial the phone in the commercial phone system. It is simply a new phone system. This is often the best option that exists. Five9, 8×8, BrightPattern and ShoreTel are some of the many VoIP solutions that offer callback technology.
It is clear that most customers prefer callback. And, surprisingly, they prefer to wait even a few minutes on the phone. Given the variety of ways in which it can be implemented in an existing telephone system, or implemented with a new system, it seems an intelligent way for companies to improve their telephony platform and save time, money and the patience of their customers.