We’ve all been there – stuck on hold, listening to elevator music that’s more frustrating than soothing. 

The magic of a virtual call back system is like having a VIP pass to customer service without the hold time hassle. 

You call customer service, and instead of waiting on hold, you get an option to receive a call back when it’s your turn. 

How Does Virtual Call Back Work?

Behind the scenes, the back end of a Virtual Call Back System is a sophisticated dance of technology. To establish the option of virtual call back to your customers, there needs to be an integration of several key elements: 

  1. IVR – To offer automatic call back to your customers 
  2. Outbound dialer – To place an outbound call and connect to an agent
  3. CRM (Customer Relationship Management) – A system that provides information about the caller to the agent who is about to give the callback. 

With these three elements in place, here’s how the basic virtual callback system works: 

  • Call Queue Monitoring: When a customer initiates a call, the system assesses the call queue, determining the estimated wait time
  • Request for a Call Back: If the customer opts for a callback, their request is logged, and the system then holds their place in the virtual queue. 
  • Intelligent Call Routing: Behind the scenes, sophisticated algorithms route incoming calls and manage the queue. Simultaneously, the system keeps tabs on agent availability, ensuring that a callback is initiated only when an agent is available.
  • Notification to Agents: Once an agent becomes available, the system notifies them of the pending callback. It provides essential customer details and context to facilitate a smooth transition into the conversation.
  • Integration with Customer Service Software: The Virtual Call Back System often integrates with broader customer service software, such as CRM systems. This ensures a cohesive and comprehensive approach to customer interactions.

A virtual call back system incorporates several elements.

Three Types of Virtual Queuing

There are a few different types of queuing, based on your audience’s needs.

  1. Datebook Type Scheduling – This is where customers choose a time slot when they want to receive a callback, allowing them to schedule it in advance. 
  2. Timer Scheduling – The algorithm may set a time when the customer can expect the call but the customer does not get to choose the preferred time. 
  3. Forecast Scheduling – The customer knows the call is coming, but they do not know when. The call is simply made when the agent is free and the time of calls is relatively low.

5 Benefits of Offering Virtual Call Back Options to Your Customers

Virtual Call Back Systems are the heroes we didn’t know we needed. They tackle the age-old issue of customer frustration caused by never-ending hold times. But they carry a few additional benefits as well: 

  1. Improved Customer Experience: A virtual callback option transforms the customer experience, offering a more flexible and hassle-free way for customers to receive assistance. It aligns with today’s modern expectations of convenience and responsiveness.
  2. Reduced Abandonment Rates: Customers often abandon calls when faced with long wait times. Virtual callbacks reduce the likelihood of abandoned calls as customers can choose to be contacted when an agent is available.
  3. Lower Costs: Optimizing call handling through virtual callbacks can result in cost savings. It allows for better allocation of resources, reducing the need for extensive on-hold support infrastructure.
  4. Better Management During Peak Time: Virtual callbacks help in managing call volumes and distributing them evenly across agents during peak times. This optimization leads to increased efficiency among your customer service team.
  5. Increased Morale for The Customer Service Agent: When people have been sitting on hold for an hour (or more), they tend to get a little grouchy. This results in constantly dealing with upset customers. A virtual callback supports both your customer and your own team by keeping your customers happy without wasting anyone’s time. 

Make Your Business Reliable with a Virtual Call Back

Incorporating a Virtual Call Back System is a win-win. For customers, it’s a sanity-saver, sparing them from the hold time blues.

For businesses, it’s a way to show they care about their customers’ time and overall experience. It’s like customer contact service on your terms. 

This simple but brilliant tech twist is changing the game in customer service.