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Web Callback: A Critical Development for Call Center Sophistication

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September 04, 2012

Web Callback: A Critical Development for Call Center Sophistication

By Allison Boccamazzo, Managing Content Producer

What if call transfers and hold times could be eliminated altogether? What if you never had to wait on the line for the next available agent ever again? Needless to say, we’ve all been there at least once in our lives: listening to that unbearable music with the intermittent interruption of an automated voice thanking you for your patience and assuring you that your call is important to them. We know that, but we still don’t like waiting. Not every inbound call center is designed to accommodate every customer’s unique inquiry. Now, some are taking notice to make significant improvements to enhance overall experience.

What seems to be the largest challenge threatening the face of today’s call centers is the fact that it still has dragging caller wait times. One company is fighting to reverse this negative perception by revealing its ground-breaking technology so that customers never again have to hear that horrible elevator music while holding the phone to their ear or leaving it somewhere on speaker.

Implementing Web callback features into one’s call center allows them to take a fresh, new spin on the traditional inbound call center. 8x8 (News - Alert), Inc. recently named the leader in the VoIP and unified communications (UC) market by market research firm Frost & Sullivan (News - Alert), is working to promote awareness of this critical call center development, which works to embed a button on its website that allows visitors to directly request a call back from that application.

The company once again makes it mark in its respective space by providing this highly sought after advancement. This approach ultimately ensures that customers need not wait in the dreaded queue, which in turn promotes increased customer satisfaction and experience as well as reduced telephony costs for the contact center itself.

Customers can now decide when they want to receive a call back from the contact center via the Web callback application, “Call me now,” which calls the customer and launches the appropriate interactive voice response (IVR) script once the customer is on the line. Other options available are “Call me after a particular delay,” which permits the customer to determine the amount of time needed before the call is placed, and “Call me when agent is available.”

Web callback features are changing the face of the inbound call center by accommodating those individuals caught up in the hustle-bustle of a busy daily schedule (which seems to encompass almost everyone now-a-days). Allowing the customer to decide when to be called back reinstates the control that they not only want but require in today’s modern age. By eliminating wait times, customers can rest assured that their call will be placed with a fully attentive agent 100 percent of the time.

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 Rich Steeves

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