{"id":40005,"date":"2021-08-11T13:17:19","date_gmt":"2021-08-11T12:17:19","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=40005"},"modified":"2023-06-01T13:19:27","modified_gmt":"2023-06-01T12:19:27","slug":"can-callback-systems-improve-your-cx-quality","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/can-callback-systems-improve-your-cx-quality\/","title":{"rendered":"Can Callback Systems Improve Your CX Quality?"},"content":{"rendered":"<p><span data-contrast=\"auto\">In a hyperconnected world, customers value flexibility, convenience, and multiplicity of choice more than ever before. They are no longer okay with staying on hold for upwards of ten minutes, hoping that a live agent will attend to their call. Due to the proliferation of self-service, market competition in every sector, and democratised access to information, customers now expect knowledgeable and speedy service. In this context, it makes sense that callback systems will be central to the modern customer experience.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<h2>Key Customer Callback Trends and Insights<\/h2>\n<ul>\n<li data-leveltext=\"\u25cf\" data-font=\"Calibri\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><strong><a href=\"https:\/\/www.cxtoday.com\/contact-centre\/your-guide-to-managing-call-backs-in-a-call-centre\/\">Research<\/a><\/strong><span data-contrast=\"auto\"><strong> suggests that 3 in 4 customers find the option of requesting a callback<\/strong> \u201chighly appealing.\u201d 71% are frustrated by endless call queues<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\u25cf\" data-font=\"Calibri\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><strong>Reaffirming the above statistic, the average customer spends around\u00a0<a href=\"https:\/\/www.cxtoday.com\/contact-centre\/how-to-reduce-hold-time-wait-time-in-a-contact-centre\/\">43<\/a><\/strong><span data-contrast=\"auto\"><strong>\u00a0days<\/strong> of their lives waiting in a queue. This is out of sync with the digital era, when\u00a0<\/span><a href=\"https:\/\/www.cxtoday.com\/contact-centre\/twilio-92-of-uk-businesses-to-boost-or-maintain-digital-cx-spend\/\"><span data-contrast=\"none\">82%<\/span><\/a><span data-contrast=\"auto\"> of companies agree that digitally engaging with customers is essential<\/span><\/li>\n<li data-leveltext=\"\u25cf\" data-font=\"Calibri\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\"><strong>Recent studies indicate that the ability to get callbacks<\/strong> <strong>at a convenient time<\/strong> would increase CSAT for more than half of customers (<\/span><a href=\"https:\/\/www.radial.com\/sites\/default\/files\/Customer_Experience_Trends.pdf\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">53%<\/span><\/a><span data-contrast=\"auto\">)<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">These findings suggest a clear correlation between the customer experience and callback systems \u2013 primarily owing to the sense of empowerment that it offers.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<h2>4 Ways Callback Systems Influence Your CX Quality<\/h2>\n<ol>\n<li><b><span data-contrast=\"auto\"> It reverses the value chain in the customer\u2019s favour\u00a0<\/span><\/b><\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">When a customer calls your contact centre, there is an implicit understanding that the person needs your (i.e., the brand\u2019s or the agent\u2019s) help. However, in a callback scenario, it is the agent initiating the call, which makes the customer feel more\u00a0valued and like\u00a0<\/span><i><span data-contrast=\"auto\">they<\/span><\/i><span data-contrast=\"auto\">\u00a0are the ones who are needed.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<ol start=\"2\">\n<li><b><span data-contrast=\"auto\"> Agents can be better equipped with customer information\u00a0<\/span><\/b><\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">In a busy contact centre environment, it is difficult to stay up-to-date with caller information all the time in real-time. Callbacks allow agents to check up on important facts, recent purchase histories, and personalised data to provide a more informed CX.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<ol start=\"3\">\n<li><b><span data-contrast=\"auto\"> Wait times seem shorter in callback scenarios\u00a0<\/span><\/b><\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">It is human psychology to perceive unoccupied time as stretching out for a longer duration, whether we are waiting in traffic or for an agent to answer. A callback system places customers on a\u00a0<\/span><i><span data-contrast=\"auto\">virtual<\/span><\/i><span data-contrast=\"auto\">\u00a0queue, leaving them free for other tasks so that the wait time appears shorter than it actually is.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<ol start=\"4\">\n<li><b><span data-contrast=\"auto\"> Ultimately, it empowers customers and places them in the driver\u2019s seat\u00a0<\/span><\/b><\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">This is the most profound impact of callback technology on CX. The customer doesn\u2019t even have to reach for the phone; they can use the web interface on a desktop to request a callback. They can even request callbacks for a friend or family member who is unable to reach your contact centre. They can schedule the callback for an immediate response or choose to connect several hours later.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It is this freedom and convenience of callback technology that makes it so popular for next-gen customer experiences.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">However, one should keep in mind that the underlying principles of contact centre operations remain the same \u2013 understaffed teams, poorly worded scripts, and insufficient knowledge will hold back CX despite the availability of callbacks.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In a hyperconnected world, customers value flexibility, convenience, and multiplicity of choice more than ever before. They are no longer okay with staying on hold for upwards of ten minutes, hoping that a live agent will attend to their call. Due to the proliferation of self-service, market competition in every sector, and democratised access to [&hellip;]<\/p>\n","protected":false},"author":2230,"featured_media":40006,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-40005","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","editorial_type-interview"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Can Callback Systems Improve Your CX Quality? - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; Omnichannel\u200b news including and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/can-callback-systems-improve-your-cx-quality\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Can Callback Systems Improve Your CX Quality?\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center &amp; Omnichannel\u200b news including and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/can-callback-systems-improve-your-cx-quality\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2021-08-11T12:17:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-01T12:19:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2021\/08\/Callback-Systems-Improve-CX-Quality.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Anwesha Roy\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Anwesha Roy\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/can-callback-systems-improve-your-cx-quality\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/can-callback-systems-improve-your-cx-quality\/\"},\"author\":{\"name\":\"Anwesha Roy\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/1f74cd0d9c9e3374e7ea585881d67329\"},\"headline\":\"Can Callback Systems Improve Your CX Quality?\",\"datePublished\":\"2021-08-11T12:17:19+00:00\",\"dateModified\":\"2023-06-01T12:19:27+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/can-callback-systems-improve-your-cx-quality\/\"},\"wordCount\":512,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/can-callback-systems-improve-your-cx-quality\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2021\/08\/Callback-Systems-Improve-CX-Quality.jpg\",\"articleSection\":[\"Contact Center &amp; Omnichannel\u200b\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2021\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/can-callback-systems-improve-your-cx-quality\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/can-callback-systems-improve-your-cx-quality\/\",\"name\":\"Can Callback Systems Improve Your CX Quality? 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