With Callbacks:
Balance back-office load with second-line callbacks
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Reducing telephone wait times without corresponding increases in contact centre can only be achieved through deflection of reduced call handle times. One simple and common approach to achieving this with numero is for front-line contact centre agents to deflect anything that cannot be rapidly be resolved there and then, to be handed off to a back-office team for investigation and subsequent callback. Popular with customers and contact centre staff alike, this simple approach reduces stress and pressures within the contact centre, allows smoother resource profiles and – crucially – improves the customer experience through reduced call wait times and more personal attention to the matter in hand. See what else you can do with Callbacks here> |
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Simon Khan’s social CRM lesson for business
Always a Chance to inspire
