Embracing Callback Technology
Callback technology is not brand new, but with recent advancements it is becoming the go-to piece of technology for customer service departments. Both large and small businesses can benefit from callback technology, which essentially prevents the customer from sitting on the phone for a long time and enables them to get a call back when the customer service representative is ready to handle their questions or concerns. It benefits your business as well as the customer, providing a win-win scenario.
Benefits of Introducing Callback Technology
There are multiple benefits to using callback technology, starting with how it improves your customer service department. The customer service department runs more smoothly when they can simply return a customer’s call, going in line from the first callers who are waiting for a customer service representative reach them.
During each call, the representative feels less pressured to end the call quickly in order to transfer to the next caller, providing an expedient and more successful call for the customer. Customers who are calling in benefit from not having to sit on hold for a long time and instead simply wait for the call back. It is a system that is easy to implement and works even better now with more advanced callback technology and new features to these systems.
These new features include the ability for the customer to inform the customer service department what they need help with for their callback service, so the customer service rep can be fully prepared by the time they call them back. Among the benefits, there is a lower drop rate of calls when the callback system is available.
Understand the Process
The callback technology works by having a customer call in and choose whether or not they want a call back. Most systems work by having an automatic message that gives the caller the expected wait time and allows them to choose the option of having callback service. Their phone call and call back number is recorded automatically, which is then sent to the next available customer service representative so they can return the call when they are ready.
Different Types of Callbacks
There are different triggers for call backs, depending on the type of situation. The most common trigger is when there is a long wait time due to a lot of callers at once, though there are many other situations for callbacks as well. Other types of callbacks include lack of proper staff to handle the calls, being in a new business call center where you don’t want to lose any calls, staffing difficulties that require callback services, problems with customer satisfaction, or call center training.
How to Get Started
To implement the callback technology, it begins with choosing a hosting system that handles the technology aspect of callbacks, and paying their monthly service fee. There is some training for your customer service representatives to go through first to get used to the callback feature.
If you are having a lot of dropped calls, too many calls to handle without long wait times, or want to expedite your customer service department, consider adding callback technology.