When customers call your services something that they hate most is waiting in the queue. Even for holding the phone for 1 minute seems eternal to them and they hate it most. Thus, the solution to this is simple, have more agents to answer the calls whenever customers calls in.
More calls means more sales
However, is it feasible economically? The calls rates may not spike up always and when they are normal hiring more agents will be a costly affair. Then what can be a good solution? Different callback widget services like CallPage and Novocall are giving the right solution for such problem. With the call back technology this problem of keeping the customers waited in queue can be reduced. There are many advantages of such services and the benefits that your business can derive are.
Decreased call abandonment rate
When the holding time is long most customers abandon the calls and thus increase the art of repeat calls. As the first call resolution is lowered the customers becomes dissatisfied.
However, with a callback widget service the customer do not have to hang back the calls. They can request a call back service and wait at the right time for the call.
Never lose a lead
Even when the agents are pre-occupied they will never lose a lead. What happened if they are not able to take a call as they are busy with another? Just when the caller will opt out for a call back service the information will be there and the agent can call them back at their convenient time. Thus, your business will not miss a lead due to busyness of your agents.
Improved agent productivity
When an agent receives the call back request from any customer they will also get some information about the customer. By clicking on a button they can easily get connected to the customer. This way the agent can know the customer better before they call and thus be more effective while taking with them. The efficiency of the agent also increases along with their productivity.
Shorter handle times
As customers have opted for call back service they are happy as they didn’t had to wait in the queue. When a customer is happy and in good mood they will listen to you better. The conversation is pleasant and they share their views with the agents. All this reduces the handle time and also improves the quality of the call. The results are of course beneficial.
When a customer holds a call for longer time the toll charges increases and thus the call charges for the business also increases. However, with a call back widget in action your callers do not have to wait in queue and thus the toll charges for holding time will not be there. The overall costs for calls will get reduced thus decreasing the operational cost.
It is simple from the fact that with call back widget services retaining your customers becomes easier. You can provide better services that will satisfy your customers.