Is Your Callback Strategy Effective?

A comprehensive callback strategy allows you to maximize the effectiveness of your live contact center Communicators. At the same time, it will reap you rewards in customer satisfaction.

There are a number of indicators that your callback strategy is working well: Your caller abandonment numbers have decreased, your cost per call has been reduced, and your Communicators’ morale is on the upswing.

If you’re not experiencing these improvements, check to see whether the following three callback tactics are destroying the effectiveness of your callback strategy:

Putting customers on hold again after the callback: Your customers are likely experiencing this “double hold” scenario if your callback system employs an algorithm to determine agent availability. More sophisticated solutions don’t disservice customers by calling them back before a Communicator is on the line. This method not only jeopardizes the customer relationship, it’s more costly per call.

Making the callback offer only once: If you only give customers one callback offer at the start of the interactive voice response (IVR) experience, they might miss it. Even if they opted to forgo the option, their situation could change at any moment, forcing them to abandon the call. Instead, be sure to offer the callback multiple times.

Not offering callbacks on multiple channels: Customers want to interact with you using their preferred channels. Your website and mobile app are likely starting points where you should also offer the callback option. For instance, allow customers to schedule callbacks from your site, so they can continue to peruse your pages while they wait.

If your callback strategy comprises any of these three trouble spots, give it a once over as soon as possible. Your customers will appreciate it.