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Callback Technology-How It Helps?

Baishaly Roy

June 25, 2021 |

When a customer calls an organization’s customer service line, more often than not, they are compelled to be transferred to a waiting line. As a result, the customer might get dissatisfied with the customer service, which might negatively impact the company. This is where callback technology comes to help.

In such cases, an immediate call back to the originator of the call is expected after the waiting period. If not, the chances of a better engagement with the customers reduce drastically, affecting the company’s sales prospects.

According to a recent survey, it has been stated that if a customer is called back within 5 minutes of the waiting period, the prospect of customer engagement increases by 100 times. Such a callback has 21 times more chances to become a potential sale call than the others.

Now, how does Callback Technology work?

callback technology

When a customer is waiting for an agent or representative to respond, callback technology provides an approximated waiting period. After the time period is provided, the caller can leave a name so that a callback can be made. On opting for that, a customer service provider calls back the customer in due time. 

Companies often opt for callback technologies because providing a waiting period before a callback is a more sustainable option than hiring more customer service agents. The higher the queue of callers, the higher is the customer engagement. 

Callback technology has many more such advantages, which are discussed later in this article. As for implementation, there are three ways by which a company or organization can implement the best callback technology for their customer service prospect.

These are-

  • Purchasing a paid host system with either an initial fee or a regular monthly payment.
  • Purchasing an on-site system from a concerned and authorized provider. 
  • Availing a callback technology with the company’s existing equipment and facilities. 

Callback Technology has a profound effect on a company’s customer engagement map. With the reduction in repeated calls from the same customer, unnecessary traffic is avoided. On the other hand, when a waiting period is provided for a callback from the company, it ensures that the customer prospect isn’t lost. Other such effects on a company have been discussed in this article later.

In the absence of proper callback technology, the caller might not be able to communicate with the company. On the other hand, some picky customers might not like the call waiting period provided, and a negative review or social media comments might have a negative effect on the company. This is why scrutiny of the customers has been made to be a part of the callback technology in recent times. Engagement is something that cannot be compromised. 

Importance of Callback Technology

Companies all across the world are implementing some of the best callback technologies to improve their customer engagement. Here are some advantages of callback technologies and why your company should opt for one.

  • As mentioned before, it decreases the number of repeated calls from the same customer. In the absence of an assigned waiting period, long holding of calls leads to abandonment of the call and increases the risk of losing a potential custom.
  • When a customer service agent is preoccupied with another call, there are chances of them losing another customer on hold whose call they cannot receive. With the help of callback technology, they can easily get back to the customer whose call they missed in the first place.
  • When a callback request is raised from a customer, the representative can easily access all the relevant information associated with the customer, which reduces the operation time and increases productivity. In the absence of the call back request, the agent would have to go through their database to get the necessary details to make a separate call to the concerned customer.
  • A longer waiting time on a call from the customer increases toll charges. With call back technology, the waiting period assigned is much lower and helps the organization save the telecom cost on behalf of the call center.
  • The return call made on the application of the callback technology ensures faster customer approval and increases the call resolution, besides making sure that the system works more efficiently. 

Why is a Follow-up Call Important?

Suppose a potential buyer avails and purchases something from your company and becomes a customer. What happens after that?

Here is where Follow-up calls come into play. 

Constant customers or repeating buyers constitute an elephant-sized proportion of a company’s sales. 

Edward Gothom, a UK-based business analyst, stated that, 

“25% to 40% of the total revenues of the most stable businesses come from returning customers. Repeat customers drive 3-7 times the revenue per visit as one-time buyers.”

In addition to that, it is a known fact that to bring in new customers, an organization needs to spend 10 times the money sent on the selling process to pre-existing customers. Every customer’s needs are unique and different. So inevitably, the lifecycle marketing strategy needed to fulfill that must also be different. 

This includes providing the different communication they aspire to see to trust the company and make a purchase time and again. 

Follow-up calls add value to the company sales and also helps to strengthen the customer-buyer relationship to elevate the former’s trust, so they keep coming back to avail the organization’s services.

These also include advocacy and referral on behalf of those customers. The chosen customers might be asked to use their social media reach and followers to promote their product as part of their follow-up call. Public reviews are very much encouraged by organizations to increase user reach and increase customer engagement. 

So, undoubtedly, follow-up calls are an integral part of any organization, which makes callback technology an impeccable tool to boost sales of a company.

How does Callback Technology Help To Capture Prospects?

With the help of the best callback technologies, companies identify such calls when an agent cannot receive them and assign a waiting period until the callback is made and the system is queued to the Automatic Call Distributor (ACD). 

The ACD uses a separate queue for such calls for which a waiting period was assigned. This makes identifying such customers easier for an agent, and a callback can easily be made.

As mentioned earlier, this reduces time, telecommunication cost, and the risk of losing a prospective customer. 

Call-back technology also helps to normalize the daily call graph of the customer-service providing team by reducing the number of repeated calls. When the customer isn’t deprived of communication with an agent, repeated calls wouldn’t have to be made. 

With the customer’s information available on the database of the callback technology, the agents can call back the identified customers at a time or lower frequency and traffic to ensure a much clearer communication, and hence, maintains the flow of daily calls made to and from the call center. 

A Guide Of Conversation After Calling Back Prospects

Now that text is more widespread than calling, and many people don’t find phone interactions easy. However, telephone and video conversations are a vital aspect of corporate communication, especially if you can’t meet someone personally. The way you deal with a callback can build or break your relationship with customers. 

Here are some ways to improve follow-up calls and to make phone conversations more successful. 

Schedule Your Calls With Prospects:

People are busy nowadays, and the chances to catch prospects in time are minimal without making a prior appointment. The polite and professional thing to do is to schedule your follow-up call. There are exceptions, like an upset client may quickly desire a callback. Analyze the situation and make the best judgment.

Start a conversation with an introduction: 

Begin with a polite and friendly introduction. One should always introduce yourself and the firm when you represent the company to the prospect. If you know the prospect’s name, one can use sentences like Hey (name), Good morning (name), etc.

Asking the Right Questions:

For many people, it’s not always easy to ask the right questions. The questions you ask have a big impact on the success of interactions with your customers.

You must learn to ask direct, purposeful questions which provide helpful responses if you want to enhance your follow-up telephone interactions. Also, you must stay silent while the customer answers. 

In case of Sales Call-back:

Deciding whether the prospect can be a potential customer:

The job of the sales individuals is not restricted to asking the right questions and making a pitch. After asking the questions, the sales executive should analyze the prospect’s answers and decide whether the prospect could be a potential buyer or not. If not, how can the sales individual make him or her a potential buyer?

In case of Customer Service Call-back:

Callback for other reasons:

If the intention of a callback is not sales, the customer official should listen to the customer’s needs and issues. The customer service official should be polite and solve the issues of the customers if any. Sometimes, the callback could be for other reasons like calls related to an order placed by a customer, problems with services, feedback, etc.

Sales pitch in case of Sales callback:

Keep your sales pitch short and conversational. A strong sales proposal must convey the intended message clearly and persuasively. If your sales pitch is on the spot, you’re on the right track to making sales. Make sure to use your sales pitch to persuade the prospect about the quality of the services you’re offering.

Send an email to summarize the call:

Yes, you should follow up on the follow-up! After the call, make a list of the points of the conversation and any unresolved issues that need to be followed upon. 

The goal of such emails is to provide a summary of the call. These follow-up emails also make sure that both parties understand any corrective actions or obligations. A concise summary email can help sales individuals improve follow-up calls and keep the conversation productive.

Tips to Ace at Calling Technology:

  1. Actively listening to the customers.
  2. Actively and politely responding to customers.
  3. Create a conversation that is welcoming and comfortable for both you and your prospect.
  4. Personalize the conversation by calling prospects and customers by their names.
  5. Summarise the conversation at the end of the call.
  6. Use software that can simplify any tedious tasks and assist in calling customers.

How Can limecall Help To Avail The Best Callback Technology?

Callback technology can improve customer service by enabling customers to receive assistance without waiting for prolonged durations. Furthermore, by preventing repeat callers, callback technology can help a company to reduce its overall number of calls. Callback technology also normalizes the daily call intake, reducing peaks and allowing agents to contact customers back within low call frequency periods.

Limecall helps you reduce lead response time and increase conversations by 30%

Limecall helps to convert your website visitors into customers faster. Instant Callback and Live Web Calls are the fastest way to support customers. Limecall brings customers and companies together in real-time by offering instant callback solutions. LimeCall is one of the best callback technologies; let’s look at the features of Limecall, which makes it worth trying.

Features of LimeCall:

  1. Call Scheduling: With conversation scheduling, users can schedule their calls.
  2. Custom Hold Music: Choose any music you want to play as people wait for your call meeting to start. Go to the Settings page to choose an MP3 from the computer.
  3. Call Transfer: The blind transfer feature in LimeCall allows you to transfer calls to the appropriate person without notifying your customer.
  4. Call Staking: Callers are placed on hold until you are available to take their calls.
  5. Custom Message: While the feature of music on hold is nice, a personalized hold message may be even better. You can transfer or record a message for your customers to hear when they wait for hold. This is a wonderful way to spread the word about your most recent business promotion.
  6. Call Routing: This feature allows one to pair the right individual with the right customer. Call routing makes it possible to connect consumers more quickly and direct them.
  7. IVR-powered calls: With an IVR system, you may give your callers a menu of alternatives to help them get to the appropriate individual quicker.
  8. Concurrent Ringing: By calling all of the operators concurrently, no calls are missed. When a client calls, all telephones in the same ring group will ring continuously till one of the professionals accepts the call. Equal ringing helps in the reduction of calling lines and call waiting, as well as assisting professionals in the quick resolution of issues.
  9. Inbuilt CRM: Keep your contacts, call data safe, and engage with your customers swiftly, thanks to its built-in CRM. If you already have one, import data of your customers or simply construct one from fresh to ensure you don’t miss an important contact.
  10. Customer History: LimeCall will assist you in maintaining all customer records like their contact information, name, call history.
  11. Outbound Calling: LimeCall’s automated outbound calling technology allows you to create a customized customer experience. Call outbound function calls all customers on your list automatically, connecting customer and company representative. It also collects feedback after every transaction before you call the next individual.
  12. Call Analytics: This feature can help sales individuals to make better marketing decisions using real-time analytics.

Conclusion

Businesses interact with customers daily. It is important to guide business representatives to provide good service to consumers. If you have read the article, you know the techniques. Keep a note of these points to excel at customer relationships. Use LimeCall software to capture prospects via callback technology.

Here’s what you can do next?

  1. Try one of the best callback technology LimeCall: Take a free trial at 0 $ for 14 days. 
  2. Callback Technology with LimeCall: This article gives you insight into what callback technology is, why it is important, how to make the most of this technology, and how to use LimeCall to enhance customer interaction.
  3. “Sharing is caring”: Share this blog with your work colleagues to learn to enhance their customer service skills.

Baishaly Roy

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