3 ways not calling the customer back can cost you BIG money

July 4, 2016 Leave a comment

The first is compensation. Customers can demand compensation if you don’t call them back with the promised offer, or renewal on a cheaper plan etc. They might do this months after the promise was not kept. Savvy customers know you have recorded the phone call, or kept a record in your CRM. They will demand some kind of retribution, and you can be in a weak position not to comply.

Another is loss of custom. When new customers approach you, they are wary. So the promise to call them back is your opportunity to impress them with your organization. You must keep your promises. It could be a customer that will stay with you for years. Don’t break your promise.

And another is bad reputation. We all know that customers like to vent their spleen on social media these days. So that is where your failure to keep your promise will get broadcast. And I don’t know about you, but before I deal with a company I do check out their level of complaints on the internet.

The system for keeping your callback promises are:
– Ability for the agent to record the callback request in a centralized system. Personal calendars must not be used.
– The system controls the number of callbacks and does not allow you to overpromise.
– The agents gets to book a callback in specific timeslots, where they have not promised a callback already.
– When the time for the callback comes, the agent is prompted and can review the case before the callback.
– The callback itself is automatically dialed.
– If the customer is not answering, the agent can leave a message or the system can automatically reschedule it.
– If the agent is not available, then the callback is forwarded to the team to action..

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Travel companies profit from callbacks

July 5, 2012 Leave a comment

Don’t miss a single sale – take full advantage of a rush of callers to your reservation centre.

Travel companies (airlines, trains, busses, ferries, hotel chains, travel agents, etc.) experience a lot of fluctuations in their call centre traffic.

The seasonal variations are somewhat predictable, but not totally. Who knows exactly which day the Winter Blues will give way to a rush to book that summer holiday ?

Less predictable are the event based variations, such as:

  • Travel disruptions in one mode, cause peaks in others – e.g. the ferries don’t sail due to weather
  • Sports and event fixtures announced – you can’t keep track of them all.
  • Cancelled sports and events.
  • Volcanoes – got stuck in that myself for a week of calling various call centers
  • Threats – terrorism and threats of unrest or war hugely affect travel plans
  • Weather – all kinds generate changes in call centre traffic for travel companies.

Travelers will use your call centre more during such events, as the internet just doesn’t cut it – it doesn’t address their specific needs in the special situation.

Even more important, during a surge there will be more NEW CUSTOMERS in the queue then normal. So this is your chance to impress and secure a new customer, permanently.

So, make hay when the sun shines – make sure you don’t miss a sale when the unexpected happens.

Golden rule – tell callers they will get a callback in the SAME time as if they had waited on the phone. What caller would not go for that option ?

Managers Love Callbacks

June 25, 2012 Leave a comment

Managers know that the only thing they can depend on, is CHANGE. In fact, a good manager spends much of their time managing CHANGE – everything else is covered by systems and procedures.

And the changes in a call centre mean the queue of customer calls is anywhere between so low agents have too much time to kill, to too high – agents are stressed and Customer Service heading for disaster.

– CHANGE – 3 agents sick today –
– CHANGE – Computer system down and call handling time way up.
– CHANGE – Full staff today – nice change, but still a headache.
– CHANGE – Busy after the long weekend
– CHANGE – Christmas seems to be early this year !

So the trick is to install a system and procedure to handle these changes automatically. The technology at the heart of this is callbacks.

Callbacks are the FLEXIBLE part of the staffing puzzle, that mean you can still provide TOP Customer Service in the real world of staffing and traffic variations.

Callbacks mean the everyday changes in your Call Centre, that normally cause Customer Service to fluctuate, are handled smoothly and automatically.

Customers Love Callbacks

May 8, 2012 Leave a comment

Word of mouth is the most powerful advertising – customers get really excited when they get a callback…and they tell their friends: “…they called me back, I didn’t have to wait on the line, it was fantastic !”

If you give your customers great service, they will tell their friends.

If you give them bad service, they will tell anybody – especially on social networks – very damaging. Excessive waiting in a call centre queue is bad customer service.

  • Mobile callers – For mobile callers, callbacks are a major differentiator, saving them high call charges.
  • Call charges – the caller does not pay for the callback,. And you should save too, compared to freephone charges.
  • No hold – the obvious benefit for the caller.
  • Stress free customers.

The best is to have enough agents to take the calls in a timely manner (within 30s I’d say). Next best is a callback. And bad is asking customers to wait on the line longer than 60s.

Optimise Staffing Levels Using Callbacks

May 1, 2012 Leave a comment

You have your technology in place to ensure fantastic customer service:

  • Workforce management calculations
  • Real time displays of incoming call traffic
  • Overflow options for bringing in extra staff

But what about the real world. What can take account of stuff that happens in the real world, that affect your call centre Sevice Level:

  • Sickness
  • Training
  • Meetings
  • The weather – yes, callers don’t call on sunny days
  • Computer gremlins
  • The marketing campaign nobody told you about
  • Etc.

Callbacks, or Virtual Queues, are the FLEXIBLE part of the staffing puzzle, that mean you can still provide TOP Customer Service in the real world.

Peaks And Lulls in the Call Centre

Agents Love Callbacks

April 24, 2012 Leave a comment

I heard an agent say once “I could kiss whoever put in this system!”. The reasons were one or more of the following:

  • Less angry callers during peak times
  • More callers ready to buy, since they were so well treated using callbacks.
  • Less pressure during low staff periods – appreciated very much by those who turn up all the time.
  • Agents can still take breaks when staffing level is low.
  • Agents can still take breaks during unexpected peaks.
  • Agents can use lulls in traffic to do other work, knowing callbacks will deal with any sudden rise in traffic.

Be nice to your Number 1 resource !

Callbacks will reduce your telecom bill

April 20, 2012 Leave a comment

The reduction in telecom charges can come from any of the following sources:

  • Lower FreePhone charges as callers will no longer hold for a long time
  • Lower number of incoming lines required, as callers will occupy less while holding
  • Mobile callers to your FreePhone lines can cost you an extra €5 per call !!
  • Calling out to a mobile will cost you less, then allowing them use your FreePhone line.