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It's important to understand how callback will impact your contact center's key performance indicators (such as agent handle time and service level) and to figure out what new KPIs (such as callback hold time, callback punctuality, and reconnect rate) you should start tracking following a callback implementation.
Then my agent called me to go pick up sides and music for a callback and I set about working up the material.
You can go about your life and know that you will receive a callback when it's your turn to speak to an agent.
When hold time exists, Virtual Hold educates callers of their estimated wait time and gives them the choice of remaining on hold or receiving a callback.
With Virtual Hold solutions, customers who previously had to wait on hold can choose instead to hang up the phone, maintain their place in the calling queue and receive a callback just as promptly as if they had remained on the line.
Rather than wait on hold, customers can choose to hang up the phone, maintain their place in the calling queue and receive a callback just as promptly as if they had remained on the line.
In just one month of operation, over 60,000 callers experienced Virtual Hold and 51% of these customers selected a callback, resulting in a significant reduction of hold time.
STUN & NAT Traversal - A new optional module enables the IP Phone Developer Suite to support NAT (Network Address Translation) traversal by enabling the IP phone to modify IP addresses and ports via a callback function (RFC3489).
Customers who reach a contact center using Servion CallBack Manager may choose to wait in queue or request a callback.
When customers select a callback and enter their phone number, they are then free to go about their business as the system holds their place in the queue.
Virtual Hold informs callers of their estimated wait time and allows them to select a callback in the same amount of time as if they waited on hold.
Virtual Hold system enhancements have added new features and conveniences for customers, such as the ability to schedule a callback for up to seven days in the future.
As customers become more familiar with the system, the percentage of callers opting to receive a callback increases.
If a call center chooses not to use the Edify adapter, the Virtual Hold system assumes responsibility for announcing estimated wait time and informing the caller of his options: to receive a callback or to remain on hold.