Hi Shara,
Just like to start with some general commentary at first, around the drivers/reasons for implementing Callbacks.
If you're looking at it to improve customer experience by offering a 'virtual hold' option, then that's a great reason for callbacks.
However if you're looking at them to just deal with long wait times because your centre is consistently understaffed and over-occupied - then Callbacks may not be the 'holy grail' that some managers/executives think it is.
Callbacks do impact overall centre efficiency, needing longer AHT to handle a callback (to take into account the re-dialling and greetings required, and what to do if the customer doesn't answer, do they wait and retry?)
Also it may increase your telco costs (having to pay for the outbound call that may not have cost you anything if it remained an inbound call).
Then finally reporting becomes a little more complicated, as you'll need to take into account:
- queue performance views can only filter 1 media type at a time (so harder to get an combined/overall view)
- additional AHT being recorded (there's the 'call' AHT when speaking with the customer, and then 'callback' AHT that counts the time beforem during and after the outbound call)
- if you route the call to queue (transfer to ACD) before offering the callback (e.g. whilst they are waiting), in the queue metrics you'll have '1' offered under 'call' media type, and then another '1' offered under 'callback' media type
Hope that helps :)
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Jeff
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Original Message:
Sent: 09-07-2021 16:49
From: Quishara Benson
Subject: Callback Recommendation
Hello Everyone,
I'm curious if other customers have the callback feature enabled in Architect. What do you like or not like about callback? What are some things I should consider? I've gotten feedback previously about this but love to hear from more of you.
#Routing(ACD/IVR)
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Shara Benson
Senior User Experience Analyst
Alaska USA Federal Credit Union
q.benson@alaskausa.org
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