Dramatically reduce wait time and prevent customer churn with a Call-back Assistant
Let the telephony-based virtual assistant handle incoming customer calls and schedule a call-back with the next available agent
Challenge
Customers get frustrated when they have to wait on hold
Solution
A call-back assistant ensures every customer query is addressed and provides agents with context
Results
Shorter wait time, happier agents and customers, better brand reputation
Reduce average handling time and provide agents with more context
Agent support in peak times
Sometimes the volume of calls is so high that call centre agents fail to handle them, and customers cannot get through. With a call-back AI assistant handling the calls, customers don’t get frustrated waiting on hold
Higher customer control
Telephony-based virtual assistant intercepts incoming customer calls and schedules a call-back with the next available agent by proposing convenient time slots, even if your contact centre has closed for the day
Context-aware attribution
This solution focuses around reducing average handling time and wait times by scheduling customer calls when agents have availability and arming them with context about a particular customer queries and issues before they call-back
How a Call-back Assistant benefits your business
Better customer experience
Waiting on hold wastes customers’ time and leads to many getting frustrated, dampening their experience of your company. Customer call-back syncs perfectly with the concept of offering an omnichannel experience, which is shown to create more valuable and loyal customers
Increased first call resolution rates
A great way to ensure more problems get resolved with just one phone call is to provide your agents with more call context. If an agent can look at customer information before taking a call, they can prepare for the conversation and be better equipped to resolve the issue. Customer call-back offers this exact opportunity
Lower contact centre costs
A call-back option is a simple solution as it takes customers out of the hold queue, reducing the associated toll charges. It also helps you free up phone lines, which will lower trunk costs
Smoother peak times
How do you cope when you don’t have enough agents to deal with the number of calls? Offering customers an option for a call-back cuts down hold times and helps to smooth out the large volume of calls received during peak times
Reduced abandonment rates
Call abandonment rates are one of the most important key performance indicators for contact centres. By giving customers the choice of getting a call-back, you break the cycle of hanging up, ringing back 2 minutes later, being placed on hold, and hanging up again, which leads to happier customers
Enhanced call attribution
With call-back software, you can see exactly what user journey has resulted in a customer clicking the call-back option
91%
of consumers want real-time assistance
76%
of customers prefer to call on the phone
63%
of customers choose a call-back over waiting on hold
95%
of customer interactions AI will handle by 2025
AI-assistants can automate many post–pandemic specific tasks:
Accurate
Get a perfectly calculated callback with perfectly estimated wait time and queueing integrity
Flexible
Flexible APIs mean the solution can be integrated with any existing booking software used by the agents should the APIs be available
Efficient
Call-back double-check removes repeat callers by preventing one number from requesting multiple calls
Smart
AI-powered virtual assistants use NLP and can understand natural language
Technologies that make the virtual assistant stand out
- Built-in NLU core for natural language understanding
- ASR/TTS technology (Automatic speech recognition/ Text-to-Speech)
- Prebuilt user behaviour patterns
- API connectivity
