Archive for the ‘Return On Investment’ Category

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.


April 20, 2012 Leave a comment

Welcome to the CT Solutions Blog covering Virtual Queueing and Callbacks for Contact Centres.

This topic is fast gaining attention from all Contact Centres managers due to the cost savings and increases in Customer Service that can be achieved.

I will cover the topics under the following categories:
Return On Investment – a bunch of short stories that show various ways to impact the bottom line.
User stories – another set of stories about how the technology is used in real life.
Case Studies – deeper analysis of how some of our own customers use Virtual Queueing
Further reading – links to resources from other sites.