In today’s ever-expanding customer service industry, the advent of technological growth has made it hard for even the most savvy business owners to keep up with the latest developments. From large amounts of insider jargon to new products that aren’t as beginner-friendly, it can be difficult to keep abreast of how the industry is shifting. That’s why it’s important to grasp some of the key terms and concepts of the customer service and call center markets.
What’s a callback?
A callback is precisely what it sounds like: When a customer gives you a call and you’re unavailable, you call them back. In other cases, it can be something along the lines of a customer reaching out via live chat, email, or contact form, providing their number, and requesting a callback. It’s one of the older customer service concepts, but it is often ignored.
One way companies are working to better their callback systems is when it comes to the hold process. Think of your average airline, for instance. On any given day, they’re probably inundated with hundreds of calls, queries, and complaints. If you’ve ever had to call your airline to discuss your booking, chances are you experienced some lengthy hold times. Instead of requiring customers to stay next to the phone lest they miss their window, companies are taking their numbers, placing them into a queue, and reaching back out to them in the order their call was received.
Click-to-call is another one of those terms that may seem straightforward but has a lot of hidden potential that many business owners don’t consider. Most often, click-to-call happens via a mobile phone. Say a customer searches for “bakeries near me.” You happen to be in the area, well-reviewed, and open at the time they search. On your Google Business card, there is a little icon that says “Call.” The customer simply taps that icon and their phone dials your business.
Naturally, this provides a lot of benefits. It makes it easier for customers to find your contact information, it encourages more calls, and it makes you seem more modern. However, if you’re an especially-popular business, you may want to consider restructuring your customer service department into one that follows the ACD call center model. ACD, or automatic call distribution, helps spread out incoming calls amongst available representatives. It works to cut down on customer wait times and helps your employees from being bogged down by a flurry of calls on a busy day.
Virtual queuing is important, too
Virtual queuing is a massive step forward in the customer service industry. It has numerous benefits, many of which directly impact the customer. It’s closely linked with the traditional callback system and relies on that digital lineup of sorts. The customer calls in, secures their place in the queue, provides their number, and is then free to go about their day without being glued to their phone.
It reduces the number of abandoned calls (the customer grows tired of waiting or the representative is unable to get to them in time), helps eliminate common customer frustrations, and improves overall satisfaction. Most businesses are working to establish virtual queues in some form or another which is a testament to its growing popularity.
All three concepts are important for both growing and established businesses. If your contact center needs an overhaul, it might be worth checking one of them out and seeing the benefits it could provide. Happier customers mean a healthier business, so don’t let your customer service fall by the wayside.