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Callback Messaging

Market research 04 12
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LEGER
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Pressganey 1
Consumer Opinion Services
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Table of Contents

In a Call Center, customers frequently make inbound calls leading to high call volume. As a result of high call volume callers need to wait in a queue, that is, their calls are put on hold. When the length of hold time increases, customers become unhappy with the service. Unhappy customers mean bad press for the business. 

To avoid such scenarios, Call Centers employ the feature of Callback Messaging.

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01

What is Callback Messaging?

Callback messaging allows customers to record their personal contact information to request a callback from the call center agents. The customers can also leave a message about their issue for the agents to prepare. Callbacks are also called Virtual Queuing. The idea is that a bot waits online instead of the caller. When an agent is available the bot calls the customer and when the customer answers the call is connected to the agent. 

Some Call Centers also offer their caller the option to schedule a callback. The caller receives a call at the scheduled time. Callback, though has been a part of call centers for decades, is gaining popularity nowadays. The reason being:

  • Customers are becoming more demanding and the fast life is making them less patient
  • The callback feature has become easy to install with a Cloud-based server
Callback messaging2

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02

What are the Benefits of using Callback Messaging in your Call Center?

Call Length is short:

  • Staying on hold for too long will frustrate the customers. When customers are unhappy from their experience they will start complaining and take their anger out on the agent. This will increase the call length because the agent will have to appease the customer and then move on to the issue. 
  • With the option of callback, the customer does not have to stay on hold rather they move on with their day. They will receive a call when an agent is available and so the customer won’t feel upset. The agent can interact with the customer smoothly and thus keep the call length lower. 

Reduce Call Abandonment Rate:

  • Customers tend to hang up after waiting in line for 2 minutes. They never call back the customer service rather find help from other companies. If this continues, this will cause trouble for the business. The call center will start losing customers. 
  • 63.1% of callers prefer the option of callback. Having the option of receiving a call when an agent is available instead of waiting in line dramatically reduces Call Abandon Rate. 

Improve Customer Experience:

  • The callback option impacts positively on the customer experience. The callers won’t get angry for having to wait on hold nor would they abandon the calls. The callback feature improves the experience of a customer. It gives the customer the feeling that the company values them for providing a callback. 

Improved First-call resolution:

  • customers receive a call when the agent is free. This allows the agent to prepare for the Issue before calling the customer. The agent calls the customer with a solution and so they don’t have to transfer the caller to another agent. The caller also does not have to call the center because they did not get the accurate answer they were expecting in the first call.
Callback messaging3

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03

What should you do when implementing Callbacks?

Callback messaging4

Callback option at the right time

“When should you offer a callback option?” 

When Callbacks are offered within a minute or less of wait time, there is a 22% of opt-in rate for callers. 

You know that the process of callback begins when the caller hears the message offering the service of Callback. And, the time a caller spends waiting on hold before they hear the message is called Time-Till-Offer or TTO. 

If your call center’s average hold time is 2 minutes but your message is played long after the first 2 minutes, the customer will hang up before hearing the message. This will reduce the percentage of people who will opt-in to the service. This percentage of people is called Take-up Rate. 

If you put the callback message after a few seconds of a caller staying on hold, some will opt-in. Others may decide to wait in line but after a few minutes they will also opt-in. This will clear up the queue and the phone lines won’t be clogged. 

Callback on All Channels

Many call centers offer self-service across their other channels. They don’t consider what the caller would do when the customer needs even more help. Giving the option of callback in other channels as well will allow the callers a smooth transition from any other channel to Phone Calls.

Most customers depend on non-voice media, that is, social media rather than a phone call. Offering a callback option across other channels will ensure the customers that they will get help from whichever channel they prefer. 

This will positively impact the relationship between customer and agent.

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04

What you should avoid doing when implementing Callback Messaging?

Callers should not need to repeat information to agents

Customers don’t like to repeat their issues again and again be it during call transfers or callbacks. It tells them that the agents don’t value the customer’s call. 

No matter what the reason is, the issue provided by the caller when requesting a callback should be preserved. The messages should be sent to the agent who is connected to the scheduled agent. 

Don’t make your customer wait again

When the customer’s scheduled time has arrived for a callback there are two ways the system connects the call; “agent-wait” and “customer-wait”.

In the case of “agent-wait”, the system connects the call with the customer while the agent is already on the line. The agent has to wait until the customer picks up the call which typically takes 10 seconds or less. This is considered to be an acceptable scenario in a call center.

In the case of “customer-wait”, the system estimates the time an agent will be available and dials the customer. The customer is called a few minutes before the agent is free which only leads to more frustration. The customer again has to wait in line to connect with the agent. This ruins the purpose of Callback Messaging. 

The callback is one of the most advantageous features for a Call Center. The customers receive a positive experience and feel valued by the company. The company as well improves its performance by operating efficiently.

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05

FAQs

A Callback Messaging offers the caller the option to leave a message of their issue with their personal contact information to the Call Center. When an agent is available the customer gets a call from the agent and receives the help they need.

A Callback assist informs the caller of the estimated time for waiting and offers them the option of an agent calling them back.

The Callback option should be provided early in the call. As per the golden rule, the option should be provided within 90 seconds of wait time.

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