No impact on forecasting
Offering callbacks allows calls to be shifted or spread out over a wider period flattening the peaks in call volumes and reducing peak agent staffing levels.
However, it is still critical that your workforce management (WFM) solution sees calls arriving when they actual arrive such that future forecasts are not skewed by this shifting or flattening effect.
Because Qology’s callback solutions are tightly integrated with leading switch vendors there is no impact on the recorded arrival times of callers offered callback.
Additionally, outbound / callback calls arrive to agents just like inbound calls meaning that statistics such as calls answered, average handling time and after call work / wrap require no re-working.
No phantom calls or double counting
Callers electing for a callback and subsequently reconnected essentially have their interaction with the contact centre split into two calls, one inbound and one outbound.
Qology’s solutions ensure that this split interaction is only counted once and that there is no double counting such that true call volumes are not inflated.
Additionally, Qology’s integration methods negate the need for phantom or “placeholder” calls whilst still maintaining complete visibility of those callers waiting in the virtual queue for a callback alongside those who chose to hold in person in the real / holding queue.
Scheduling with callbacks in mind
A callback solution affords you the ability to schedule fewer agents during busy periods. Whatever WFM solution you have implemented, we’ll work with your resource planning and scheduling teams to help understand the impact that a callback solution will have on required staffing levels.
