What is the Go4Clients CallBack

CallBack gives the customer the option of choosing between keep on waiting on line until an agent is available , or press “1” to be called back when one of the agents from your call center is available.
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By putting their information down and holding their “place” in line without requiring the customer to stay on the phone until a representative is available , with Callback Solution, the customer can simply hang up the phone and wait to be called back, saving both money and time.  CallBack solution will even give the option of extending the waiting period if the customer is busy at the moment he/she is called back. This feature will ensure that every customer can be reached at a time that is most convenient for him/her. CallBack will smooth out spikes in call volume and will allow the representatives to be as efficient as possible.

Abandonment Rates Improved

The CallBack gives the caller an option to stay in line, or get a call back with an estimated time as to when to expect that call. In other words, it reduces the possibility that the caller cannot be served.

Costumer Experience is improved

A callback solution that allows the customer to hang up and enter the “virtual queue” not only avoids the frustration of waiting on hold but will also improve the experience of the customer all around.

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The long hold times that callers experience and complain are usually in the top 5 most common customer frustrations. For a customer staying in line means lost time and as a person feels like he/she is wasting more and more of his/her time one of the following things might occur: The customer will complain about the hold time, the customer will abandon the call, or the customer will seek out the competition. A callback solution that allows the customer to hang up and enter the “virtual queue” not only avoids the frustration of waiting on hold but will also improve the experience of the customer all around. As CEO and founder of Amazon, Jeff Bezos said “If you build a great experience, customers will tell each other about that. Word of mouth if very powerful.”

Make your call center more efficient

A call back solution will allow the call center to more accurately determine the optimal staff size since it would allow distributing the call load evenly and throughout the day rather than having peak hours, every hour of the day can be used efficiently.

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A tool that is often used to for finding the right service level is a metric known as forecasting accuracy. The hiring and training of agents usually accounts for 70-80% of the call center budget, many different algorithms are used to determining the right number of agents required to meet the anticipated Call volumes. CallBack will allow the call center to more accurately determine the optimal staff size since it would allow distributing the call load evenly and throughout the day rather than having peak hours, every hour of the day can be used efficiently.

Money Saving

CallBack will free up lines since the customer will not stay on hold thus reducing Telecommunications costs dramatically. This will also reduce price associated with Toll Free and trunking since less lines will be needed.

Better use of your agents

You can distribute the work load evenly, distributing the call volume during spikes and dead hours thus reducing the number of agents allocated to a particular campaign.

Collect, review and improve

Monitor and take decisions with our comprehensive analytics system that shows you all the information about each campaign in Real Time.

Zero Capex

No investment on infrastructure, no installment of software or hardware necessary. Return on Investment can be seen in a very short period of time.

Scalable

Pay per Usage: Only pay for what you use.

A solution for every campaign

Go4clients allows you to create different callback solution campaigns each configurable and customizable according to your own needs, define how many agents will be available during different periods of time by day of the week, upload the audios you want the user to listen on each step of the callback solution flow, pause and start campaigns anytime and much more.

Go4clients allows you to create different callback solution campaigns each configurable and customizable according to your own needs.

HOW IT WORKS

F.A.Q

What do I need to connect my call Center to Go4Clients’ CallBack?

You need to have SIP connection or a dedicated phone line to connect the calls to the agents.
Go4clients will have to configure some basic parameters in the system for each campaign like number of agents, hours of operation etc.

What types of systems are supported by Call Back?

Go4Clients works with every phone system as long as the PSTN or SIP connections are supported

How long does it take to have an operational Callback solution?

You need to configure Go4clients which will take a few minutes. You also need to configure your phone system to accept the calls from Go4Clients using SIP or PSTN and this depends on you.

Does Go4Clients works with all Call Centers?

Yes.

What do I do if my call center does not support SIP?

If your call center does not support SIP, we can transfer the call to the agents dialing a phone number.

Does it work in any country?

We support most countries but some restrictions apply. Please contact us for more information

How does the caller accept the calls from Go4Clients?

When the user receives the call, he/she will hear a voice message asking him/her if he/she wants to talk to an agent, reschedule the call or reject the call

How does the agent receive the call?

Go4clients will call the agent and will instruct him/her to take the call alongside with information about the caller.

Does it work in several languages?

Yes, you can pre-record any message in any language

Can I have the Call Back Solution installed In my premises?

Yes, we provide a 1U server which will be installed in your premises.

How is the security of my communications guaranteed?

The service for incoming calls of Go4clients gives you two kind of authentication. Via SIP  with source IP and Prefix or via API with REST services using a combination of API key and API secret only known by the owner of the GO4clients account.

To ensure the communication even more, you can choose to take a dedicated VPN that will be disposed to be used as the communication channel, or even install an SBC ( Session Border Controller)

Can I try Call Back before I buy it?

Yes, with our product Telintel Call Center you will have an out_of_the_box production environment that will allow you to test every feature that our callback solution offers, with no time or money needed.

On the other hand, you can test our product from your installations configuring a campaign and test our services via SIP redirections.