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How Web Callback Features Improve Call Center Experience

TMCnews Featured Article

August 27, 2012

How Web Callback Features Improve Call Center Experience

By Susan J. Campbell, TMCnet Contributing Editor

The idea of calling a large organization to find a solution to a problem, place an order or seek technical support can at times cause anxiety and frustration. Not every inbound call center is designed to accommodate the customer’s wishes, but some are making important investments to improve the overall experience.

New technology from a leading call center solutions provider begs the question: Would the seemingly negative perception generated by long hold times and call transfers be eliminated if callers never again had to wait on the line? 

8x8 (News - Alert), Inc. and call centers implementing Web callback are putting their faith in a new twist on the inbound call center. Customers no longer have to make the initiative, only to be told how important their call is while waiting on hold. Now, simply providing a bit of information will generate a call to the customer.

According to 8x8, the Web callback features allows customers to embed a button on their websites that allows visitors to directly request a call back from that application. This approach ensures the customer does not need to wait in the queue, ensuring better customer satisfaction and reduced telephony costs for the contact center. 

The callback options supported with the Web callback feature include “Call me now,” an application that calls the customer and launches the appropriate IVR script once the customer is on the phone; “Call me after a particular delay,” which allows the user to determine the amount of time that needs to pass before the call is placed; and “Call me when agent is available,” to ensure the customer spends little to no time interacting with the IVR.

Allowing customers to decide when they will receive a call from the contact center puts the control back in their hands and enables the contact center to create an exceptional experience for the user and the agent. Hold times in the queue are eliminated and the customer is made to feel as though their business really is important. The call is placed when an agent can give 100 percent attention, ensuring an increase in first contact resolution. 

To further explore this capability, 8x8 has partnered with TMC (News - Alert) to offer the free webinar, “Don’t Call Us, We’ll Call You: How Web Callback Changes Everything for Inbound Call Centers.” Those attending the webinar will learn the components and architecture necessary to support Web callback; receive a check list to determine the return on investment for Web Callback; examine the future of customer-agent interactions where Web-enablement is key; and take a look at a few examples of Web Callback sophistication. 

For registration information or to learn more about 8x8 and its Web Callback feature for the inbound call center, register for this free webinar today.  

8x8 Inc. is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations.

Edited by Allison Boccamazzo

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