No agent training required
Because callbacks arrive at the agent with the customer already on the line and without any manual intervention, such as key presses or dialling, Qology’s callback solutions do not neccesitate any agent training prior to go live ensuring a quick and easy roll out.
Screen pop Adaptors
Any information collected during an IVR or call routing engine before a caller was offered and ultimately chose a callback can be stored and re-attached to the outbound / callback call prior to connecting to an agent to ensure that any existing screen pops or agent whispers are maintained.
The agent need not know that the call they are handling is a callback unless the customer mentions it, but if it is a requirement that they do then the agents’ desktop application can be configured to show this.
No impact on average handling time (AHT)
Qology’s callback solutions – Concierge and Rendezvous – launch callbacks in a predictive manner announcing the callback to the customer and ensuring that they are on the line and ready to speak with an advisor before transferring them to the next available agent.
No agent is reserved for or involved in the outbound call until the customer is on the line ensuring that agents continue to field any calls in the queue and adding nothing to the handling time of a call.
Agents can be advised via their desktop applications or teleset that the all they are handling is a callback – useful in scenarios where the caller must be re-verified as the person who requested the callback before performing sensitive transactions.
