The top 5 effects on your customer service & 14 typical use cases.
Callback and appointment solutions for every channel.
perfect solution for your industrie.
About us – Partner, our team & open vacancies.
Insights – industry knowledge, success stories, press reviews & more.
Would you like to get the most out of your current callback solution and are looking for inspiration on how to do so?
How, where, when, and how often you should offer callbacks depends on the strategic goals you want to achieve by implementing callbacks in your call center.
With the right tactics, you can do much more than just significantly improve the efficiency of your contact center and the overall customer experience.
Before we dive deeper into the subject matter, it is important that you familiarize yourself with these four terms:
The offer rate is the percentage of callers who are offered a callback. If your callback offer is played at the beginning of each call, the offer rate is 100%.
The acceptance rate provides information about how many callers take advantage of the callback offer. This rate can be strongly influenced by the wording of the announcement or whether callers were informed of the estimated waiting time in advance. The time of day and other external factors also play a role. If your acceptance rate is noticeably low, it is advisable to review your offer and optimize it if necessary. If required, the friendly staff of our Customer Success Team will be happy to assist you quickly and easily.
The time from initial contact to receiving a response to a customer inquiry.
The time to offer, or “TTO,” is the amount of time callers spend on hold before being offered a callback. It affects the acceptance rate because the longer a customer waits, the more likely they are to hang up before hearing the offer. Psychology also plays a role here, as some callers accept a callback while others try to “wait it out” instead. These callers often accept a callback after waiting a few minutes.
However, this effect flattens out over time, as you can see in the figure.
A common practice is to offer a callback as soon as the Average Speed of Answer (ASA) becomes too long. While this approach isn’t fundamentally wrong, there may be more suitable strategies.
Here’s how: Using a widget or API connection, you can book callbacks via all your channels (website, chat, app, email, social media, etc.) that your customers use to contact you. And this is a far more effective way of keeping your call volume under control in the long term. Instead of picking up the phone directly and queuing up, your customers can book a callback with just one click on your website or in the chat, which will then be made shortly and at optimal capacity for your agents.
Callbacks do not necessarily have to be booked by telephone. With the right software, the offer for a callback can be placed in countless places. If you place the offer in different places in the IVR and telephone queue, you can manage your contact volume more effectively and take the pressure off your team.
It is also advisable, for example, to offer the option of booking a callback via a link and/or widget on the pages with the highest bounce rate on your website.
Especially for online stores with high-priced products, a well-placed recall offer results in a significantly higher conversion rate.
The combination with callbacks also makes sense in FAQs and chatbots. If customers can no longer help themselves with complex questions or be advised by a bot, they are served efficiently with a callback offer. The service experience is much more positive as a result, but you still make ideal use of the efficiency of chatbots for simple queries.
By the way: With intelligent callbacks via the IVR or appropriately configured web widgets, you can also request the necessary information for faster processing of the request and thus better prepare agents.
Depending on the industry and product, an immediate recall offer is not necessarily always the most optimal approach.
If your general waiting time on the phone is less than 20 seconds, you can put your callers on hold for a short time without affecting your KPIs. However, the longer the waiting time, the more negative the consequences.
If you have a long wait time before making an offer and are not seeing any improvement in your KPIs, consider offering callbacks after just 30 seconds. If call volume remains high, callbacks should be offered even sooner. This can help reduce the number of redial attempts and reduce overall call volume.
virtualQ’s intelligent callbacks can be activated automatically after a waiting period specified by you. This keeps your call volume manageable and your customers satisfied.
In addition to immediate callbacks at the earliest possible time, virtualQ also offers scheduled callbacks at a time convenient for your customers. In theory, these scheduled callbacks can be booked as far in advance as desired, but most companies choose a timeframe of no more than two weeks in the future.
Callbacks can be booked by phone, via a web widget, or in your app through an API connection. This allows for better distribution of your call volume.
When call volumes are high, or as an elegant transition to telephony from other channels, virtualQ offers your customers an immediate callback or callback appointment at the touch of a button or via voice message.
For immediate callbacks, the AI calculates your contact center capacity in the background based on call volume forecasts and predicts the ideal callback time.
The following applies to both immediate callbacks and callback appointments: At the specified time, virtualQ connects your customers to your employees with minute-by-minute accuracy.
This saves your customers long waiting times and relieves your employees when call volumes are high.
Check out many interesting success stories of our customers and how virtualQ has been applied in customer service to support them.
We offer you direct contact to virtualQ. You can find direct contacts for your request here.
A demo says more than 1,000 words. Schedule an appointment with us directly with just a few clicks. We will personally show you the power of virtualQ AI algorithms and your possibilities.
Numerous success stories, interviews, videos, whitepapers, e-books, webinars as well as news and blog articles are waiting for you. Discover the many ways you can make your customer service and sales unique.
Your contact to recruiting
Lisa
virtuaQ – ist die eine Datengeriebene und smarte KI die automatisierende Rückruf-Lösung für Unternehmen & Organisationen anbietet. Die Ihre Sales- oder Service- Verbindungen zu Ihren Kunden glättet. Dadurch können Sie relevante Business-Effekte erzielen:
Lorem ipsum dolor sit amet, consectetuer adipiscing elit.
Lorem ipsum dolor sit amet, consectetuer adipiscing elit.
Lorem ipsum dolor sit amet, consectetuer adipiscing elit.
Lorem ipsum dolor sit amet, consectetuer adipiscing elit.
Anwendungsfälle
Peak Management
Curn Reduction
Cost Reduction
Effizienzsteigerung
Dauerbelastung / zuviele Anrufe
Mitarbeiterzufriedenheitssteigerung
You are currently viewing a placeholder content from Facebook. To access the actual content, click the button below. Please note that doing so will share data with third-party providers.
More InformationYou are currently viewing a placeholder content from Instagram. To access the actual content, click the button below. Please note that doing so will share data with third-party providers.
More InformationYou are currently viewing a placeholder content from X. To access the actual content, click the button below. Please note that doing so will share data with third-party providers.
More Information
