Reduce peak staffing levels
Customers are typically willing to wait up to three times as long for a callback from a contact centre than they are to wait on hold in person.
Offering callbacks during busy times when wait times exceed callers’ patience enables contact centres to avoid staffing up to handle short lived peaks.
Handle more calls by lowering talk time
Average talk time can typically be reduced by 10- to 15-seconds during busy periods as callers begin calls on a happier note with less venting about how long they have had to wait.
For organisations handling large volumes of calls or with regular peaks in volumes – e.g. Monday mornings – these short reductions in handling time enable agents to get to the next call more quickly handling more calls per shift and getting over the peaks in queue times more quickly.
Reduce repeat calls
By reducing abandoned calls, Qology’s callback solutions also reduce repeat – by up to 30% in extreme cases – giving a flatter and more accurate picture of true call demand instead of inflated figures that decrease the accuracy of future forecasting and scheduling.
Lower trunk and 0800 charges
Queuing callers consumer inbound trunks increasing the total number required to avoid busy tone to callers during peak times.
By taking calls off hold and virtual queuing them for a callback when it is their turn trunk costs can be reduced contributing to the overall return on investment that Qology’s callback solutions generate.
For contact centres using 0800 numbers savings can be made by removing the toll minutes incurred for each queuing caller.
