Call back technology that can boost Contact Center Performance Metrics.

Is callback functionality just a Customer Convenience?

Knowing the customer and understanding the reason for the call back can help call center management to achieve better customer satisfaction, first call resolution, lower Cost per Call and to better monitor and train agents.

Call back technology with the following features can change the perception:

• Record Customer information and display the profile to agent who is making the call back
• Record a short message by customer and play it to the agent who is making the call
  
• Ability for Management to analyze, schedule or reassign a call back.

 VIMLA™ Call-back solution 2.0 provides the above capabilities to the call center management.  http://approach-it.net/vimlacb.htmlOnce the call center response time increases over a threshold, customers waiting in line are respectfully encouraged to record a call-back number, and are informed of the time it would take for the agent to call them back. The solution also offers the customer the option to continue waiting in line.

The VIMLA™ Call-back solution offers:

• Easy Integration with - Unified CVP , IPCC & CTIOS environments
• Call-Back List and Wrap-up List Configurable
• Criteria for choosing agent configurable for each call centre
• Ability to choose agents based on Call Type or Skill group in ICM
• History of Call-back Tries and Agent Responses
• Email Scheduler for Un-answered calls within service levels
• Standard Reports
• • Call-Back Summary
  • Agent Performance

Comments

[Sonia Roody]

A lot of customers will surely be happy if this new procedure pushes through. Contact centers who have not made this improvement should adapt it, too. They are basically dealing with customers, and serving them better means better business relationships.