Empowering Your Callers with Self-Service Options.
The number one frustration customers express is long hold times. Yet, despite the best planning and forecasting, contact centers frequently experience both call spikes and lulls. Delivering an exceptional customer experience doesn’t have to be difficult. In fact, every customer interaction, regardless of channel, should enrich the brand and deepen the customer relationship.
Verizon offers both a premise and a cloud based solution that integrates all of your communication channels across all business units, regardless of size or infrastructure, you can optimize the customer experience and avoid the possibility of your customers leaving. You can choose which platform is best for your needs.
What is Voice Call Back - Cloud
Verizon’s Voice Call Back and Voice Call Back - Cloud are queue-management solutions that allow callers to request a call back from the digital or voice channel, eliminating the need for a hold time, providing the ability to set up a more convenient time to talk to an agent while allowing contextual information about the call to be retained across channels.
Verizon’s Voice Call Back solutions integrate all of your communication channels across all business units, regardless of size or infrastructure, you can optimize the customer experience and avoid the possibility of your customers leaving. Utilizing the cloud based service minimizes implementation issues and provides immediate benefits without the need for hardware or software on your premise and you can go live in a matter of days, all with a subscription based service.
How does it work?
Based on technology from VHT, both Voice Call Back solutionsVCB will work with all of your communication channels and is aware of agent skill group states. integrates with your ACD and monitors agent states. Callers can chose to save their place in line and get a return call when it is their turn or schedule a return call for when it is more convenient. Web customers can also receive a call back from a web page, enabling a “let us call you” experience.
All collected information, whether from the IVR interactions prior to the call back offer or from the web page trail and input, can be used to enable screen pops to the agent during the return call.
Features & benefits
Giving your customers the power to decide when to stay on hold can improve the overall customer experience of you brand and improve the productivity of your contact center. Hold times for customers cost you more than you think, not only increased communications costs including toll free, trunking and switch and/or IVR ports and agents can also become less efficient when traffic spikes. Customers are often irate because of long hold times or abandon calls after long waits which can impact customer and brand loyalty.
With Voice Call Back solutions, your contact centers can enable rapid deployment of callback experiences across channels via powerful APIs that:
- Calculate wait time and advise callers
- Choices - option to receive a call back in the same amount of time as if they had waited on hold, or to schedule a call back for a more convenient time
- Better experiences for callers and more favorable views of agents
- Omnichannel – call backs can be requested from web sites, mobile apps, or social media.
callers chose to receive a call back in 2019*
minutes of queue time eliminated in 2019*
years of customer hold time saved*
The above reflect 2019 totals based on Verizon customers using Voice Call Back*
Our value proposition:
Voice Call Back options are easy to implement, network based pay as you go services that can be used with our inbound and cloud based CX services as well as most contact center platforms. There are no added on premise equipment or maintenance charges.
We help improve customer experience in strategic and demonstrable ways with a reliable cost-effective cloud-based service that integrates with your contact center to achieve operational efficiencies. Because the service is cloud based you can instantly access new features and capabilities as they are made available, without the need for hardware or software on your premises.
Customers that have implement Voice Call Back technology have realized:
- Improvement of Average Speed to Answer and lowering abandon rates
- Increase in calls answered within service level targets
- A positive impact on CSAT and NPS
Voice Call Back ROI
To determine the viability of Voice Call Back and Voice Call Back - Cloud in your environment we can provide you with a Business Case Analysis based on the following data points (in ½ hour periods):
- Total calls offered to queue
- Total calls handled by the agents
- Average handle time
- Total abandons
- The average speed of answer
- Service level
- If possible, the agent staffing levels.
The result will be a report (similar to sample) showing what your environment is without Voice Call Back options and estimating how Voice Call Back technologies can impact transport savings, abandons, average speed of answer (ASA), and labor, handle time and repeat caller savings, as well as Net Promoter and service level improvements.
Insights & outlooks
*Source: Based on Verizon Voice Call Back customer experiences and data compiled by VHT, January 1, 2017 through December 31, 2017.