Reduce average speed of answer
However you measure it, wait time has an impact on customer satisfaction.
Qology’s callback solutions take customers off hold, save their place in line and call them back when it is their turn and typically reduce average speed of answer (ASA) by 37% during peak periods resulting in happier, more relaxed callers when they are eventually connected with an agent.
Net Promoter Score (NPS)
Organisations have reported significant improvements in their NPS or other customer satisfaction score as a direct result of deploying a callback solution.
Improve call quality
As organisations move away from more traditional KPIs in favour of more qualitative measures, such as call quality, Qology’s solutions continue to have a huge impact.
Regardless of whether the quantitative measure of hold time remains important to your business the impact on inconveniencing callers by making them wait for an agent has a huge impact on the effectiveness of each interaction.
For callers who have used the callback service, conversations begin on a much better footing without the usual venting about queue times that your advisers must alleviate before continuing with the valuable subject of the call.
