http://www.callcentrehelper.com/managing-call-backs-in-the-call-centre-7443.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://www.callcentrehelper.com/managing-call-backs-in-the-call-centre-7443.htm/comment-page-1#comment-31166 Nick Khunn Thu, 20 Oct 2011 07:09:18 +0000 http://www.callcentrehelper.com/?p=7443#comment-31166 Post removed, no advertising please! Post removed, no advertising please!

]]> http://www.callcentrehelper.com/managing-call-backs-in-the-call-centre-7443.htm/comment-page-1#comment-30869 Rick Wed, 25 May 2011 10:42:09 +0000 http://www.callcentrehelper.com/?p=7443#comment-30869 this info appears to be more from a mabagers prospective... anything for agents on the same subject. this info appears to be more from a mabagers prospective… anything for agents on the same subject.

]]> http://www.callcentrehelper.com/managing-call-backs-in-the-call-centre-7443.htm/comment-page-1#comment-28850 Callback Services Thu, 14 Jan 2010 13:49:05 +0000 http://www.callcentrehelper.com/?p=7443#comment-28850 To answer the question posted by Molex back on Dec 8th, the callback service aims to reduce Abandon Rates by offering callers a callback option in advance of the "average time to abandon". You will normally get at least a 50% take up rate from callers who will accept this option rather than remain on hold. The key then to selecting the right callback service is how they actually work - i.e. does the callback service get hold of an agent before calling the customer, does it use predictive appraoch etc. Either way the abandon rates will come down :-) To answer the question posted by Molex back on Dec 8th, the callback service aims to reduce Abandon Rates by offering callers a callback option in advance of the “average time to abandon”. You will normally get at least a 50% take up rate from callers who will accept this option rather than remain on hold. The key then to selecting the right callback service is how they actually work – i.e. does the callback service get hold of an agent before calling the customer, does it use predictive appraoch etc. Either way the abandon rates will come down

]]> http://www.callcentrehelper.com/managing-call-backs-in-the-call-centre-7443.htm/comment-page-1#comment-28814 Polly Curtin Fri, 08 Jan 2010 16:35:55 +0000 http://www.callcentrehelper.com/?p=7443#comment-28814 Great article. Just to add some vendors to consider are Qology (reselling Virtual Hold Technology) and Q4U from CT Solutions (Nortel Integrated Callbacks) Great article. Just to add some vendors to consider are Qology (reselling Virtual Hold Technology) and Q4U from CT Solutions (Nortel Integrated Callbacks)

]]> http://www.callcentrehelper.com/managing-call-backs-in-the-call-centre-7443.htm/comment-page-1#comment-28713 Molex Tue, 08 Dec 2009 06:53:31 +0000 http://www.callcentrehelper.com/?p=7443#comment-28713 How can abondonment rate be effectively reduced How can abondonment rate be effectively reduced

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