8 Comments

  • Micah Yee
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    +1 for this

    1
  • Nicole - Community Manager
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    Hi Jose and Micah - 

    Can you tell us more about why you need this, what the impact on your business would be, and how frequently it comes up for you? 

    Thanks!

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  • Micah Yee
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    Hi Nicole,

    Having the insights metrics to report on callbacks would be helpful for our team so we can analyze CSAT improvement and adjust staffing based on volume forecasts dependent on how successful phone lines with callbacks enabled are vs. the phone lines that do not.

    Right now we have callbacks enabled for our Billing line but do not have it set for our General questions support number.  Having these metrics will allow us to determine the impact of callbacks and whether or not we should scale this to other lines of business so we can improve the customer experience and gain more insight into how successful this feature is to our different teams.

    1
  • Nicole - Community Manager
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    Thanks for the additional details, Micah. That's helpful information. 

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  • Jose Resendiz
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    We have over 40 lines and have Callback activated on almost every one.

    I’d like to know which agents are utilizing callbacks, to better provide coaching the team.

    Good to know which lines are utilizing the feature and to what extent to give us insight into resource scheduling.

    How long is it taking us on avg or per line to return callbacks? Again, insight into our level of resources, and/or coaching.

    And we have custom fields that give us insight into what type of callers are most apt to use the feature.

    Hope this helps.Thanks again!

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  • Mike Ryan
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    Hi Jose, I'm interested to know how you tag these calls - I assume you use a trigger - can you please let me know the trigger conditions to add the tags?

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  • Jose Resendiz
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    Sorry for the delay in responding, Mike. My trigger is very simple. See below:

    2
  • Mike Ryan
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    Thanks for getting back to me Jose! Much appreciated.

    0

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