How A Call-Back Feature Can Inspire A Positive Work Environment
With phone queues being one of the leading reasons for customer dissatisfaction, call centers may implement a call-back feature to reduce the number of times the call center executives struggle while dealing with frustrated customers. When you implement a call-back feature, you allow your customers to avoid the “on-hold” process and make them realize that you value their time. This, in turn, allows your employees to open a conversation with customers with high levels of confidence. Additionally, a call-back system allows your employees to plan their schedule and prioritize tasks. This allows the employees to manage their time during peak hectic periods and make their day more productive.
It is a general notion that less work is associated with less stress levels. However, the reality is that idle periods lead to more stress as employees feel bored and fail to recognize the value that their work generates. By keeping a call-back feature in place, you ensure that your employees are always occupied with tasks and this, in turn, inspires a more fulfilling work experience. A higher customer satisfaction rate translates into a higher employee satisfaction rate. A customer who does not have to wait in a lengthy queue is more likely to respect your employees and behave well with them. This will work to reduce the stress level in your employees and they are more likely to feel relaxed and happy.
When you enable a call-back feature, your employees get some time to go through relevant details before calling a customer. This boosts the confidence of your employees as now they feel better equipped to handle customer calls. Additionally, it also reduces the time that it takes to address an issue as the employees know what the current situation is and what they need to do to resolve a problem.
By keeping a call-back feature in place, you boost your employees’ ability to manage their time and productivity. This goes a long way to allow your employees to find more time and opportunities to engage in proactive activities that may boost sales. For example, when your employees get more time to make outbound calls, you stand a chance to maximize sales.
Many call centers do not put much effort in providing customer service training to their employees. While the implementation of a call-back solution may not be a perfect alternative for quality training, it can definitely motivate your employees by empowering them to make their working hours more productive and rewarding.
Author: Jason Brickwork
Jason has 25+ years of Executive management experience in the answering service field and has helped doctors, lawyers, contractors, and small business owners avoid missed calls. He teaches business owners how to save on call center solutions by comparing prices and features the the best providers.