27% of respondents said they are extremely likely to use intelligent call-back technology, which eliminates hold times in call centers. (Fonolo, May 2012)
Making call centres easier
Incentivated’s Auto Call-back service shortens the number of calls made to and from call centres, and the time spent on those calls, while still allowing businesses to deal with a higher number of customer queries.
Auto Call-back' is an application that uses IVR (Instant Voice Recognition) technology to manage a call between two numbers - usually a call centre and a consumer. When a customer needs to contact your business, instead of waiting on hold for a long time to get to the right person, our system allows them to request to be called back at a later, arranged time. This request can happen through a variety of channels, including SMS, mobile internet, web, voice and email.
How it works
Calls are routed to an underlying telephone number (i.e. not a premium rate number) given to Incentivated by the call centre. The call centre will usually have routing capabilities within their own environment so they can ensure the number provided is set up to route calls to the right resource in the call centre.
No other integration is required to enable call-back for a call centre. Incentivated’s rules engine manages the scheduling of return calls, sending a request to the call-back application when a call needs to be made and passing the data required to prompt an operative to make a call.
Incentivated’s system ensures a greater customer experience, enchancing traditional call centre methods. Calls are more manageable for both the customer and the call centre, enabling a quicker, more efficient system for all parties.
Contact us today to discuss how Auto Call-back fits with your customer service strategy.