Convenient callback facility provided via websites, email, mobile messaging & IVR to reduce call centre queues, streamline workflow and improve customer satisfaction

Consumers are multi-tasking more than ever before as they juggle busy work and home lives. To help cope with daily pressures they have embraced modern technology and increasingly expect to interact with businesses on their own terms – choosing the method, date and time of communication that fits-in best with their schedules. These days, consumers no longer accept being held in a queue, passed around departments or being required to search for answers.

numero enables organisations to provide a refreshing alternative by letting customers choose the most convenient time to be contacted. Our Call Me Back Management solution dramatically improves the customer experience while simultaneously helping manage contact centre resources. As a result, call queues are reduced, workloads become more predictable, peak workloads lessened and customer satisfaction improved.

numero gives organisations the ability to quickly and easily add Call Me Back Management to any website, with the option to provide the facility through other channels including IVR, social media, email and mobile messaging. Once in place, customers complete a simple information request which is converted through the numero interactive platform to a customer callback workflow item. This can include everything the agent needs to complete an effective call including client details and supporting information such as recent account history and interactions via other channels of communication.

Calls are automatically scheduled so that agents with relevant experiences and skills make the outbound calls. These are initiated automatically by the numero system and the full work item (with all the relevant client details) is presented to the agent to facilitate an effective call. And, perhaps most importantly, the call is managed in line with the clients requested appointment date and time.

key features

• Handles different brands/companies from a single platform
• Determines which agents are appropriate and available, then routes callback work items accordingly
• Automatically schedules and manages customer callback workflow
• Includes comprehensive audit and QA processes to ensure the highest possible outbound quality
• Automatically escalates issues to supervisors/managers when conditions are met
• Reduces inbound call volumes and peak workload demands
• Provides comprehensive management information and reporting
• Integrates fully with IVR and CTI systems
• Supports multiple channels including websites, Social Media and mobile messaging
• Enables callback functionality to be added to any website with ease
• Improves first time resolution rates by pushing relevant information to agents to help with the call