Contact Centers Are Using More Call-Backs Than Ever

As the contact center continues to evolve, it’s important to take a step back and evaluate the big picture periodically.

Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity.

Earlier this year, Fonolo teamed up with the Ryan Strategic Advisory to gain insights into how the industry utilizes call-back technology. Read on to learn more!

Call-back technology is more popular than ever

Our recent survey included responses from over 540 enterprise executives from around the world representing a wide range of industries, including insurance, health care, government, retail, e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities.

Results show that just under 50% of respondents indicated they currently use some form of call-back solution in their enterprise contact centers, with UK businesses leading the charge, followed closely by American and German companies.

As for those respondents who have yet to adopt call-backs, many stated that this technology was appealing because of its ability to generate revenue and provide added value.

What you need to know about call-back technology

As you may have gathered by now, call-backs are highly sought after by businesses looking to improve revenue, customer experience, and operational efficiency. Here’s a quick breakdown of how call-back technology can help your business achieve these goals:

• Manage high call volumes. Call-backs allow your contact center to defer customer calls to a later time, easing the burden off your agents.
• Happier customers. We’re willing to bet that none of your customers enjoy being left on hold. Eliminating the need for waiting makes for higher customer satisfaction!
• Improve CX. By providing a call-back, you are also providing a complimentary service to your customers while showing them that you value their time.
• Better metrics. Call-back technology directly impacts abandonment rate, CSat, NPS, SLA’s, AHT, ASA, and more.

As a bonus, Fonolo Voice Call-Backs is cloud-based and integrates easily with your existing platform, making it perfect for remote-work scenarios. You can learn more here.