Call-backs are an increasingly popular option in contact centres, as it allows agents to call back a customer as per their availability and queues, while also saving customers the effort of waiting on hold.
According to research, 75% of customers find the option of requesting a call back “highly appealing;” 71% would become extremely frustrated if they had to stay on hold endlessly. So, what are the pros and cons of enabling call-backs in your call centre? Are there infrastructures and processes you need to have in place? Here is our guide.
Why It Can Be Useful to Enable a Call Back System
There are several benefits to having a call back system in a call centre:
- It helps you cope with peak periods when a long wait time can frustrate the customer or even lead to a drop-off
- It helps you offset resource shortage to an extent, as even a small team of agents can effectively organise the callback schedule to reach intended service levels
- It can be difficult for customers to find the contact centre number for large organisations in the first place. A call back button eliminates the frustration faced when someone tries to call a business multiple times, through multiple numbers, but cannot reach an agent
- It can help shrink your call queues to an extent. As your phone number isn’t publicly visible, customers are likely to try other methods like self-service before opting for a conversation
- It starts the call off on the right foot, as there is a perception that the organisation has initiated the call and therefore cares about the customer
These are the top reasons why you might want to enable call-backs at your call centre – but they do come with a few caveats.