Why Should Inbound Call Centres Offer Call Backs?
Nowadays, one option for inbound telemarketing offices is to offer customers in the queue a call back. But, is this a good idea? Well, the simple answer is a resounding yes, for two reasons.
Firstly, there is nothing worse (I’m sure there is but I can’t think of anything right now) than being in a queue to speak to a company and being told you are 15 in line to speak to an agent! Obviously, by being able to select the option for someone to call back can placate or prevent any anger or frustration at this anticipated long and tedious waiting time.
Secondly, the scheduling of the bulk of call-backs at a usually quiet time for the office can help to smooth out fluctuations in staff engagement and overall requirements. This can help the company to provide a more efficient service to callers while also minimising staffing levels by removing the need for extra staff at extremely busy times. On the counter-side of this it also means that staff can be used in quieter moments to make these call backs when they may otherwise have been under utilised.