5 Reasons Call Centers Should Enable Salesforce Callbacks
5 min
Successful Customer Service teams understand the importance of focusing on First Call Resolution. Striving to solve any queries or complaints from customers shows them that you care and is a good measure of your team’s effectiveness. Though research shows that callbacks can take up to 30% of all the calls handled by some call centers, there needs to be a healthy balance between customer satisfaction and the overall call center efficiency.
- How to reduce customer callback rates
- Keep call scripts updated
- Train agents to make open-ended questions to gather more information
- Use call data and trends to detect what is currently leading to callbacks
- Put together a knowledge base for agents to check in unfamiliar call scenarios
- Set up an IVR call menu and route callers to the most suitable agent or department
Callbacks and Why Call Centers need them
An automatic callback is a feature that will call the customer back in a few minutes if they hang up before their call is answered. It is a standard functionality of an IVR in call center telephony systems. It is commonly used for customer service or sales support.
With an automatic callback feature, businesses can provide their customers with the ability to schedule when they want to be called back.
Callbacks are a great way for customers to connect with agents in person and build trust, which can lead to more sales.
- Call Centers use the call back feature to:
- Protect against abandoned calls and ensures that all of their customers are serviced.
- Help with managing customer's expectations, by letting them know when they will be called back and why.
- Track conversations with prospects and customers, and give you the opportunity to follow up on potential leads.
- Leverage the integration between a telephony system and your CRM, helping teams achieve time efficiency and not miss any opportunities from hot clients who are actively calling the company.
- Provide an efficient way to handle customer inquiries. In order for callbacks to be effective, they need to be easy for both the customer and the agent.
- Reduce telephony costs and improve agent utilization.
According to customer experience reports by Zendesk, about 60% of customers feel that waiting in call queues is the most frustrating part of the service delivery experience. Callbacks increase customer satisfaction by letting them choose whether to wait for an available support agent when call volume is heavy.
Queued callback also reduces telephony costs and improves agent utilization. Telephony costs are billed per minute, so fewer customers on hold mean fewer minutes used. Agents can stay productive when call volumes decrease by returning customers' calls in the callback queue. When callers opt for a callback, the callback request goes into a queue and is pushed to an available agent in the Omni-Channel Call Controls tab. When the agent accepts the request, the outbound call is initiated.
How Do Callbacks work?
In a fully integrated call center telephony system, customer calls are put on hold until the agent is available in a queue. The customer may opt for an automatic callback request rather than staying in the queue. The call center agent is notified of the callback request and they will answer the phone when it rings. The agent is then asked for information from the caller, such as their name, address, or account number, before transferring them over to an available agent. This process can take 5 to 30 seconds, depending on how much information needs to be collected before connecting them with an agent.
A callback process in the Salesforce call center system enables callers to speak to a sales agent. As soon as the caller dials in, they are automatically put on hold and transferred to an available agent.
The callback process is designed, so the caller does not have to wait on hold or have their time wasted by being transferred from one representative to another.
5 Benefits of Enabling Callbacks in Your Salesforce Call Center System
Callbacks are a great way to boost your sales and customer satisfaction. When you enable callbacks in Salesforce, the system will automatically send a notification to the user when they have an update on their case.
The thing is, callbacks are a fantastic way to increase the number of leads your Salesforce instance can handle. They allow your leads to be managed by an integrated phone system and processed by people who are not Salesforce admins.
The system will also send a notification to the user when they have an update on their case. It is important that you enable this feature now or else you might miss out on opportunities to generate more leads and increase customer satisfaction.
Enable callbacks in your call center system to provide more flexibility for the customer.
Here are the five benefits of enabling callback features in your call center telephony system:
1. Because your client needs to talk to you
You must show your clients you care. And if a client is actively reaching out to your company, the least you can do is call them back and solve their queries as soon as possible.
2. Increased customer satisfaction
Customers often like to have options and feel empowered when they are given the option to schedule a callback time that works for them. Callbacks are a great way to increase customer satisfaction. Callbacks provide a seamless experience for the customer. They can be used to answer any question, resolve any issue and offer services that are not available through the app.
3. Swell Customer Retention
By providing a callback option, you are not only giving customers what they want but you are also making it easier for them to stay connected with your company.
The callback feature is a great way to improve customer retention. With this, customers are able to call the company back and talk to them directly. It also helps with salesforce automation and business intelligence. Salesforce callbacks are a useful tool for customer retention. They allow the customer to talk to the company again after they have already called in with their problem or question, which makes it easier for businesses to retain their customers.
4. Reduced call volume
Another benefit of the callback feature is that it helps reduce call volume by allowing the customer to schedule a callback for a later time. This is great because it reduces the amount of time that your customers need to spend on hold or waiting for you to answer their call. This is beneficial for both the customer and the call center. For customers, they are able to get their questions answered without having to make an appointment. For call centers, they can save on resources because there are fewer calls being made and received hence reducing call volumes which significantly improves customer experience.
5. Avoid agent burnout
Agents will be less stressed because they will not have to keep checking their phone or their email inboxes during work hours, thanks to the callback feature in a call center telephony system. This feature will make agents not obligated to answer every single phone call which could potentially lead them to feel overwhelmed or frustrated with their work.
BONUS. Better tracking of follow-up tasks
When enabled on your CRM, the callback feature allows businesses to track progress on tasks and follow up with customers in case there are any issues.
Salesforce has a feature called callback which is designed to make it easier for the sales team to track their follow-up tasks. With this feature, the salesperson can set up a reminder and get notified when it’s time to follow up with a contact. This helps them stay on track with their follow-ups and also ensures that they don't miss out on any opportunities.
Benefits of Enabling Salesforce Callback on Your Sales or Customer Support Team
No customer likes to wait in line, especially for customer support be it sales or service. Respect your customers’ time and save them phone minutes by giving them the option to request a callback. Customers aren’t stuck on hold, and agents can promptly return customer calls.
We have seen in this article that the benefits of using callback on your call center telephony system can be significant. Callbacks are a very powerful tool that can help in many ways. They are a great way to handle high call volumes, they reduce the number of abandoned calls, and they also help with customer satisfaction. Additionally, you can dive deep into this whitepaper about how to maximise the positive impact of callback in your business for your customers.
If you are running Salesforce you can enable this feature on your call center telephony system and you may consider trying it on PhoneIQ to help your businesses grow sales and improve overall customer satisfaction.
