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.
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.
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.”
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.
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.
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.
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.
Monitor and take decisions with our comprehensive analytics system that shows you all the information about each campaign in Real Time.
No investment on infrastructure, no installment of software or hardware necessary. Return on Investment can be seen in a very short period of time.
Pay per Usage: Only pay for what you use.
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.
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.
Go4Clients works with every phone system as long as the PSTN or SIP connections are supported
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.
If your call center does not support SIP, we can transfer the call to the agents dialing a phone number.
We support most countries but some restrictions apply. Please contact us for more information
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
Go4clients will call the agent and will instruct him/her to take the call alongside with information about the caller.
Yes, you can pre-record any message in any language
Yes, we provide a 1U server which will be installed in your premises.
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)
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.