What is a VoIP Call Back System?
VoIP call back systems can automatically call back customers or schedule a call back instead of making your valuable customers wait on hold for a lengthy period of time. Since it improves the customer experience and can reduce your business expenses, it's worth considering as an option for your business.
In this article, you can learn more about how VoIP call back systems work and find out about some of the biggest benefits for your organization. You can also get more information about how these systems benefit your call center.
What is a VoIP Call Back System?
Call centers, to some consumers, are almost synonymous with waiting on hold for long periods of time—it doesn't have to be that way, though. There are VoIP call back systems that can provide customers with an automatic return call as an alternative to waiting on hold for extended periods of time.
Waiting on hold isn't popular. In fact, in many instances customers don't even want to wait for five minutes and would prefer a call back rather than having to wait at all. Since so many people absolutely hate waiting for a response, call back systems were developed in the 1990s and have gradually caught on as a viable alternative to being placed on hold when calling a corporate phone system.
VoIP call back systems now make this a viable option for many businesses.
How Does a VoIP Call Back System Work?
VoIP call back systems, sometimes known as virtual hold technology, essentially just have cloud-based software wait for an available agent and automatically call back the customer to reconnect them with that agent.
There are two ways this can happen:
- Virtual queue: The customer is placed in a virtual queue and called back whenever an agent is available again.
- Scheduled call back: Customers can pick a time to be called back and receive a call later on at a convenient time for them. The call back system then dials the customer's number and connects the call with an agent once there is an agent and it's the right time for a call.
What are Benefits of a VoIP Call Back System?
VoIP call back systems have a variety of tangible benefits for organizations and call centers. For example, call back systems can improve customer service and boost the customer experience.
Here are a few benefits:
- Save money: Your call center can save resources by not having to schedule as many agents. You can still serve customers, but now you don't need to have as many people scheduled in the first place.
- Provide a great customer experience: You can offer a better customer experience by giving customers the opportunity to talk again later instead of having to wait on hold.
- Fewer minutes: If your organization is using a monthly or periodic phone plan that charges by the minute, you don't have to pay for customers to sit on hold.
- Less bandwidth use: You can avoid infrastructural inefficiencies, with fewer calls sitting in a queue and tying up bandwidth.
For these and other reasons, many businesses find value in using some form of VoIP call back system. To implement a call back feature, consider asking your VoIP vendor for ideas on how to add that functionality. It's very possible it's already included with your plan or available through your vendor, and it may even be a cost neutral option. Your vendor can show you how VoIP works step-by-step to help your business access advanced features and generate savings at the same time.
Getting Started with VoIP Call Back
To learn more about VoIP call back systems and how VoIP works step by step, consider asking your vendor. VoIP call back systems enable businesses to have their call centers call back customers instead of making the customer wait on hold for extended periods of time. This functionality can help you get more from your phone system.
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