Which contact center software is best suited to solve the problem of long waiting queues on the service helpline? This brief Overview provides a compact and clear insight of the advantages and disadvantages of the various call center software systems with regard to call-back and call-in.
Service center systems at a glance
Conventional call-back:
The conventional version allows the caller to hang up and is called back by the service agent at a later time (call-back) when the workload at the service center is lower.
Queued Call-back:
In the case of a queued call-back, the caller’s waiting position is held. An algorithm calculates the expected waiting time, which is transparently stated to the caller. While their waiting position is held virtually, the caller can hang up and be called back by dialer after the announced time has elapsed. The service agent workflow remains unchanged with the queued call-back software solution.
Call-in:
With this software solution, the caller’s waiting position is also held. In contrast to the call-back software, however, the caller is not called back but informed via push notification when their waiting position is reached. The caller then has a certain time window to call back independently (call-in) and be put through directly to the next free agent.
Here are the pros and cons of the three contact center software solutions compared:
Conventional call back
+Can positively influence the waiting experience
+ Makes your call center more efficient
– Vague promise to call back, caller does not know when the callback will come
– Conversations take a long time, as the customer is “taken by surprise”
– The call costs money for each callback
– If the problem is solved, the recall is unnecessary
– If the customer is not reachable, the call must be made again
– When the service center is busy, a call-back simply cannot be made
– No feedback possible
Queued Call-back
+ Can positively influence waiting experiencen
+ Makes your call center more efficient
+ Capable of informing the caller of their waiting time
+ Feedback Functionality
– The call costs money for each callback
Call-in
+ Can positively influence the waiting experiencence
+ Makes your call center more efficient
+Capable of informing the caller of their waiting time
+ Call-in does not cost the contact center any money, as a call-back is made by the customer
+ When the problem is solved, the customer does not call back. This saves time
+The customer is given a time window in which he can call back
+ Feedback Functionality
As the software comparison shows, all three service solutions (conventional, queued, and call-in) can improve your customers’ experience of waiting. However, the conventional variant poses problems for customers and contact centers that both the queued variant and the call-in software solution can resolve.
