What is callback software and how does it help my business?

When we built our callback software, we found that it really matches the needs of small and medium businesses, especially those that rely on calls or with a mid to high touch service model. 

Imagine you’re interested in a company’s products and services.

You spot their hotline number prominently advertised on their website or Facebook page and decide to give them a call.

More than 20 rings later, no one has picked up your call and your enthusiasm goes from red hot to ice cold. You then decide to check out their competitors to see if they have a better offer.

If that sounds like a disastrous scenario you want to avoid in your business, then maybe it’s time you considered a callback software.

In this article, we’ll give you a quick guide to what callback technology is and how it can make a difference in your business today.

 

Hold up, what is a Callback Software?

Callback technology lets consumers who call into a busy business hotline to either 1) choose to continue waiting or 2) schedule a time for an agent to call them back.

It’s that simple.

Callback softwares were originally introduced in the 1990’s to solve the issue of frustrated customers being put on hold when telephone agents were busy. Today, it is a mainstay of businesses which have a call centre as part of their operations.

These type of businesses can range from telcos to banks to major ecommerce operators — essentially any business where call operators can make a difference to customer satisfaction and the business bottom line.

For businesses where a call centre call back software does not make sense — but where customer calls are still highly important — a click-to-call software such as Novocall might be highly practical and make more sense.

Installed as a widget on your website, this can help in generating more enquiries by prompting users to enter their phone number to immediately connect with a representative or receive a call back at their preferred timing.

How are Callback Softwares Pertinent Today

Today’s demanding consumers expect everything delivered to them fast and efficiently. If a business is unable to deliver on a superior customer experience, consumers will quite often ditch them for a competitor that can deliver.

One key area of consumer frustration is being put on hold when they call in.

According to a study conducted, close to 60 per cent of respondents expected their inbound calls to be answered in one minute or less!

Callback apps works to relieve this frustration by giving choice back to consumers.

When a consumer calls into a business hotline where all agents are busy, they are presented with two choices by the system – stay on the line for the next available agent or specify a time they would like an agent to call them back.

If the consumer chooses to stay on the line, they are placed in a virtual queue to be answered by the next available agent.

If the consumer chooses a time for an agent to call them back, their number and instructions are placed into the system for agents to follow up on.

Several Ways Callback Tools Can Help You

If you’re still on the fence about implementing a call back software for your call centre, let’s take a look at some of its potential advantages:

Reducing Call Abandonment, Improving Customer Satisfaction  

When a consumer calls into a hotline and every call agent is busy, do you provide them with any other choices other than waiting aimlessly on the phone? If your answer is No, you might see a high call abandonment rate for your call centre.

According to Call Centre Helper, a call abandonment rate of more than 5 per cent could be problematic to your business. If your call abandonment rate is higher than that, you might want to consider implementing a callback function on your website.

Callback software also means that customers never need to waste their time waiting in the queue (if they don’t want to). This thoughtful gesture will be appreciated by them and that contributes to higher customer satisfaction and retention.

Every Lead Is Attended To  

You spent a fair chunk of change to generate leads for your business. This could be through digital marketing such as Google Advertising and SEO. Or perhaps you’ve engaged a content marketing agency to market your business across the online and social media space.

If you’re already spending money to drive enquiries for your products and services, it only makes sense to make sure that every single lead is attended to. If the leads you drive are calling and not receiving any response or answer, that’s akin to pouring money down the drain.

This is why a callback widget on the website is highly essential if your business is driving leads to call in.  

Raising Call Centre, Agent Productivity 

Call centre agent productivity is an important metric to measure and constantly improve on. 

One of the ways, a business can improve on this is to implement a callback system. 

Each call back request from a customer is captured in the system for agents to follow up. All they have to do is click to call and this pushes out the callback to customers quickly. This is great for increasing productivity as your call centre agents need not run through their CRM to search for customer information and details. 

Conclusion

For businesses that have invested in a call centre to handle sales and customer service enquiries, a callback software is critical to achieve a positive ROI.

Providing customers with a choice on whether to hold or be called back, leads to higher customer satisfaction and happiness. Callback software also means that all phone leads are captured and attended to even if your call centre agents are busy at the time of call.

What are your thoughts about the important of callback technology for call centres? Reach out and share with us your thoughts today!

Written by

JJ Huang

JJ is the co-founder & CEO of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

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