automated callback

[sheldonoverton]

We're considering purchasing an automated callback that will give the customer the option of being called back instead of having to wait in queue. Customers are kept in a "virtual queue" even though they are not physically waiting on the phone. The vendor claims that claims that the product will reduce the talk time of calls that would have waited in lone queues (customer "complaint" time to the representative about having to wait so long). Is anyone using or previously used a product like this? What was your experience? Is the vendor's statement accurate? Thanks for your help

[VADIR]

Haven't used it - but have encountered it as a customer... I wait on hold every time. I'd like to see the utilization numbers for it versus those who wait (like me).

[harlie]

we have been using the call back system about 6 months. There a disadvantages to system as well. Customer complaint if they do not recieve the call back. Agent time spent trying to return call to a line that is busy or the customer is not longer at home by the time the call back was made. But the advantage is to the customer who is suprised they actually recieved a call back and then the call has a good resolution. These customer are won over and seem at this time to remain loyal.

[ctaylor]

I agree that this technology is a double edged sword. I satisfys the customer only to the degree that you contact them back quickly and resolve their issue. My experience has been that the costs of chasing down the callers can run over many days (and you imagine how happy they are when they finally hear from you)and cost significantly more than adding additional centre staff or employing an outsourcer for overflow.

I would only use this technology as a last resort, but remember free advice (like that from a forum) is worth what you paid for it.

Let me know if I can be of further assistance.

Colin Taylor
The Taylor Reach Group Inc
ctaylor@thetaylorreachgroup.com

[kala]

Would you mind sharing the vendor for the call back product you are using? We currently have "call back manager" but never put it into production. We are moving to a new IVR and would like to use the call back function, but it is not available from our IVR vendor. Any suggestions would be appreciated.

[jeffchow]

Genesys G7 have the Genesys CallBack options, it work very well with one of my client.