Recall the technology

Stushed calls and complaints influenced by long wait times are not unusual in a call center environment. In fact, many team leaders can accept it as part of their daily operations. The good news is that the recall technology can address some of these issues. Accompanied by efficient processes and designs you can improve your customer experience and experience.

When analyzing the data, you notice that your customers abandon the call after 5, 15, 30 seconds? This scenario can promote repeated calls; It’s – the same customer tries to contact you on many occasions throughout the day. This practice is not profitable for your operation.

How many customers do you lose to wait for time? You can try edit and improve your structure and your IVR queues or plan more staff to accommodate peak periods. You can even try to reaffirm the staff between the queues; You can launch as many resources as your budget sees fit, but it will not always deal with behavioral habits of your customers. Another question to consider is that repeated calls can deform your data. And we all know that bad data equivalent to erroneous decisions.

Remember the technology can prevent this; This is an excellent strategic tool for contact centers!

So, how does this technology work?
The technology is implemented while the customer is in the queue. A message gives them the possibility of a reminder within a specific time. All the customer must do is confirm their preference by pressing a number on their keypad. Customers now have an option; Stay in the queue or receive a call at a later time. When the client chooses the callback callback option, their call is routed to the callback platform where they are invited to leave their coordinates via a voice recording. They also use their keyboard to save the phone number to call back. The call is then presented to your agent as an incoming call announcing the customer’s message.

And it does not stop there; You also have the option to design your call flows depending on the environment of the queue.

The reminder function can be activated to comply with your;
• Preferred service level
• Abandoned rate
• Number of people in the queue
• your definite time of waiting time

This technology helps you better control the queue environment. It is an ideal solution if your call center is undergoing alternative call volumes.

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