Typically, when a customer is waiting in queue for an available agent, or is calling outside of business hours, the customer must either callback at another time or leave a voice mail message. This is often an inconvenience to the customer and voice mail messages are not always reliably checked or are indecipherable. When the customer does callback another time they again must wait in queue.
With Scheduled Call Back, customers can specify a callback number or they can be called at the number detected by Caller ID. Customers have the option to be contacted by the next available agent or to be contacted after a specified time. Information that the customer entered during the routing process can be stored with the callback request and passed along to the agent. The agent receiving the callback request can review the customers information prior to initiating the call back.
The Scheduled Call Back application provides a reliable and easily implemented solution that allows customers to be serviced by a live agent without calling multiple times, leaving voice mail messages, or waiting for long periods of time in queue. Scheduled Call Back also lowers the risk of losing a customer due to their frustration trying to reach a live person.
Scheduled Call Back contacts are delivered to agents using standard Interchange Server routing, so agents can alternately receive inbound and Scheduled Call Back contacts depending on their skills. Blending inbound, Scheduled Call Back contacts, and other contact types can significantly improve contact center efficiency.