Empowering Your Callers with Self-Service Options.
The number one frustration customers express is long hold times. Yet, despite the best planning and forecasting, contact centers frequently experience both call spikes and lulls. Delivering an exceptional customer experience doesn’t have to be difficult. In fact, every customer interaction, regardless of channel, should enrich the brand and deepen the customer relationship.
Customers are tired of being on hold so give them the power to decide. With the right call queue management solution at your disposal, empower your callers with self-service options that can improve the customer experience while helping reduce long hold times which can control toll costs and reduce abandoned calls.
What is Voice Call Back
Verizon’s Voice Call Back (VCB) is a network based queue-management solution that allows callers to receive a call back holding their same place in line, or at a convenient time rather than wait on hold for an agent.
How does it work?
Based on technology from VHT, VCB integrates with your ACD and monitors agent states. Callers can chose to save their place in line and get a return call when it is their turn or schedule a return call for when it is more convenient. Web customers can also receive a call back from a web page, enabling a “let us call you” experience.
All collected information, whether from the IVR interactions prior to the call back offer or from the web page trail and input, can be used to enable screen pops to the agent during the return call.
Features & benefits
Giving your customers the power to decide when to stay on hold can improve the overall customer experience of you brand and improve the productivity of your contact center. Hold times for customers cost you more than you think, not only increased communications costs including toll free, trunking and switch and/or IVR ports and agents can also become less efficient when traffic spikes. Customers are often irate because of long hold times or abandon calls after long waits which can impact customer and brand loyalty.
With Voice Call Back, your contact centers can:
- Calculate wait time and advise callers
- Choices - option to receive a call back in the same amount of time as if they had waited on hold, or to schedule a call back for a more convenient time
- Better experiences for callers and more favorable views of agents
- Omnichannel – call backs can be requested from web sites, mobile apps, or social media.
The following reflect 2017 totals based on Verizon customers using Voice Call Back*:
callers chose to receive a call back in 2017
minutes of queue time eliminated in 2017
years of customer hold time saved
Our value proposition:
Voice Call Back is an easy to implement, network based pay as you go service that can be used with our inbound and cloud based CX services as well as most contact center platforms. There are no added on premise equipment or maintenance charges.
Customers that have implemented our VCB technology have realized:
- Improvement of Average Speed to Answer while lowering abandon rate
- Increase in calls answered within service level targets
- A positive impact on CSAT and NPS
Voice Call Back ROI
To determine the viability of Voice Call Back in your environment we can provide you with a Business Case Analysis based on the following data points (in ½ hour periods):
- Total calls offered to queue
- Total calls handled by the agents
- Average handle time
- Total abandons
- The average speed of answer
- Service level
- If possible, the agent staffing levels.
The result will be a report (similar to sample) showing what your environment is without VCB and estimating how VCB can impact transport savings, abandons, average speed of answer (ASA), and labor, handle time and repeat caller savings, as well as Net Promoter and service level improvements.
Insights & outlooks
CX Professional Services
We provide an end-to-end portfolio of CX professional services to help you create better experiences, drive measurable results, and mitigate security risks for your business. CX Professional Services consist of digital advisory services, contact center consulting services, customer experience design services and technical professional services that can design and support your digital transformation journey.
*Source: Based on Verizon Voice Call Back customer experiences and data compiled by VHT, January 1, 2017 through December 31, 2017.