Queues CallBack
Reduce customer frustration by minimizing the time spent on hold with the Queues CallBack module.
Overview
With the Queues CallBack module, you can reduce customer frustration by minimizing the time spent on hold. This feature provides callers with the option to request a callback from the next available agent instead of waiting on hold, allowing them to disconnect from the call and tend to other things.
How it works?
When someone calls your company and there are no available agents, after the customers have waited for a predefined length of time, an automated message can offer to call them back. If the customer decides to request the callback service, their number will be saved and queued. When an agent becomes available, VitalPBX will then automatically call the person who left the callback request. If that person answers the call, they will be connected to the agent.
Why Use It?
There are many reasons the Queues Callback module can be effective for you, but between those reasons you can find:
- Increased customer satisfaction and retention: providing this feature to your customer, you let them know that you value their time. It is a courtesy that boosts the customers’ impression of your service and results in higher satisfaction with the customer experience.
- Reduce call abandonment rate: When your customers have the option to request a callback, they will no longer be tempted to hang up and move on from your services. Instead, they can request a callback and go about their day while they wait for an agent to return their call.
- Manage high volumes: Whether you regularly experience peak periods at your call center or occasionally have spikes in call volume, callbacks can defer calls until volumes are more manageable. “Smoothing out” peak periods makes more efficient use of agents, improving call center productivity and reducing the need to hire additional resources.
How it works?
- Lowering Telco costs: When you keep a caller in a queue, a PSTN line is occupied the whole time. Often, a toll-free DID at a premium per-minute rate. The callback feature eliminates the need to keep lines open, removing the telco costs associated with the queue waiting time.
- Boost employee morale: Your customers don’t like waiting in queues, and your agents don’t like dealing with customers who have been kept waiting. When your customers haven’t had to wait on hold for a long time to reach an agent, they are more likely to be in a better mood when speaking with your agents. That reduces stress on your agents and helps them improve their productivity.
