By Edwin Margulies
Interactive Voice Response (IVR) Systems have been serving-up automated self-service since the late seventies and the subject of running pop culture jokes on shows like Seinfeld and The Simpsons ever since. Now the “Systems We Love to Hate” have a new lease on life.
Pay the Devil His Due
IVR Systems do a lot of heavy lifting. From multiple data dips to grab customer account info or order status, to screen pops for agents to speech recognition input from callers. All that infrastructure and professional services to build-out a good IVR app comes at a heavy cost. Continue reading
By Michael Haisten
Enterprises that decide to offer a callback option enable their customers to avoid quite possibly the most frustrating problem with call centers, excessive hold times. In cases where the callback option is presented via the company’s website or mobile application, customers are also able to skip navigating an Interactive Voice Response (IVR) system, another frequent source of frustration. By allowing customers to choose whether they want to wait on hold or receive a callback at a convenient time, enterprises are providing a sense of empowerment which results in increased levels of satisfaction and loyalty.
On the other hand, the enterprise is able to more evenly spread its demand throughout the day. Agent productivity and service levels are improved by shifting calls from busy periods to the slowest periods. Idle time in the call center is reduced. Callbacks also reduce the number of abandoned calls which can increase sales and revenue.
So how is callback technology best implemented? Here are some rules of thumb, many of which are slightly modified concepts from regular inbound calls. Continue reading