| The CallBack Manager Advantage |
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| Key Features |
| Business Hours Check: The business hours and holidays of the Call Center are validated before 'call back' requests or 'call back' is initiated. |
| Time Zone Management: Time zone differences are intelligently interpreted by the application and are used in 'call backs'. |
| Customer Segmentation: High-value customers can be assigned a higher priority. |
| Web-based Administration: This utility will help in easy configurations. |
| Web-based Reports: The application provides Web-based summaries and detailed reports for users to analyze and make policy decisions. |
| Interactive Agent Response: This fetches 'call back' records, initiates call to the agents, announces the contact number to be dialed, and patches the call between the agent and the customer. Agents can update on whether the 'call backs' were answered or not. |
| Multiple Site Support: For Call Centers with multiple clients, a single CallBack Manager can help to segregate the 'call back' requests as per agent groups, and produce reports for each client. |
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| Key Benefits |
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Reduces abandoned or lost calls as customer can opt for 'call back' rather than quitting the queue |
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Improves agent's productivity as time per transaction reduces and customers are happy |
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Significantly improves customer satisfaction. Customers believe that the company respects their time |
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Improves efficiency of customer service |
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Helps build customer loyalty | |
| Advantages of using the CallBack Manager |
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Keeps customers out of the queue |
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Increases call handling capacity without increasing staffing costs |
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Reduces telephony costs |
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Manages unexpected increases in call demand without increasing abandoned call rates or reducing customer satisfaction |
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| Servion's CallBack Manager Accelerates your ROI by |
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Increasing the Call Center's call handling capacity, without increasing agent costs |
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Increasing the number of agents during a call surplus adds to cost. CallBack Manger avoids that by handling the surplus calls automatically and moving them to an agent surplus period. |
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Lowering abandonment rate |
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Customers get irritated by long wait times and tend to abandon calls. A 'call back' option helps them to contact the organization at their convenience |
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Lowering agent talk time |
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Frustrated customers, end up venting their anger on the agent, enter into arguments, and increase talk times. The CallBack Manager avoids long wait times. |
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Increasing customer satisfaction |
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The fact that the service provider gives an option for a 'call back' is seen by customers as being 'taken care of' |
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