Avoid long hold times with Spanlink Courtesy Callback
If your customers had
the choice of either waiting in queue for the next available agent, or
receiving a call back from an agent as soon as their call came up in the queue,
what would they choose? What if your customers could schedule their callback
instead of waiting on hold? Better yet, what if you could better use your agent
population, smooth out the workload over the course of the day and improve your
SLA?
Spanlink Courtesy
Callback and Spanlink Scheduled Courtesy Callback enable you to do all of the
above.
Courtesy Callback allows customers to use their
time more productively than they would waiting in queue, while Scheduled
Courtesy Callback allows them to schedule out their callback when
they have better availability within the next four days. These benefits create a competitive advantage
for your company and increased customer satisfaction for your customers.
Hard & Software Requirements
- Available for UCCE and UCCX.
- Requirements for UCCX: UCCX 8.5 or higher with Microsoft SQL Server 2000 or higher
- Requirements for UCCE: Cisco UCCE 7.2 or higher with:
- CVP 4.1 or higher, or
- IPIVR 5.0 or higher
- Cisco Outbound Option
- Microsoft Internet Information Services (installed on Cisco UCCE AW)
- Microsoft SQL Server 2000 or higher
Cost Savings and Operational Improvements
With Courtesy
Callback and Scheduled Courtesy Callback, customers can decrease their telephony
infrastructure and operating expenses. For example:
-
Fewer callers will choose to remain in queue, which decreases the
amount of PRI ports needed to support the business and decreases monthly
long-distance charges
-
With fewer callers choosing to remain in queue the need for software
queuing ports (CVP) and hardware ports (voice gateways) to hold callers in
queue decreases – a direct software and hardware cost savings
-
With fewer calls in queue and reduced wait times,
Courtesy Callback and Scheduled Courtesy Callback can have a direct impact on
improving abandon rates
In addition, your agent turnover could
decrease; the Courtesy Callback solutions smooth out call volumes, making the
agent environment less stressful and reducing turnover.
Spanlink Courtesy Callback is a packaged
solution for Cisco Unified Contact Center Enterprise or Cisco Unified Contact Center Express. Scheduled Courtesy
Callback is available as an add-on feature.
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