Inbound contact centres are often seen as a necessary but impersonal part of any business. Customers expect to reach a live agent when they have a problem or a question, but they also dread being put on hold or transferred to different departments. Agents, on the other hand, have to deal with high call volumes, repetitive queries, and anonymous callers. This can lead to low customer satisfaction, high agent turnover, and increased operational expenses.
But what if there was a way to turn this situation around and make your inbound contact centre a source of personalized and proactive service, customer loyalty, and revenue growth? What if you could offer your customers a better experience while reducing your costs and increasing your efficiency?
The answer is simple: account manager callbacks.
What are account manager callbacks and how do they work?
Account manager callbacks are a feature that allows customers to request a call back from their assigned account manager instead of waiting on hold or navigating through an IVR system. Customers can either choose to receive a call back as soon as possible or schedule it for a later time that suits them. The call back request is then routed to the account manager based on the customer's profile, preferences, and history, which are stored in the Dynamics 365.
Account manager callbacks have many benefits for both customers and agents.
Customers can avoid wasting time and money on hold, enjoy a more personalized and convenient service, and feel more valued and respected by the company. Agents can reduce their stress and workload, focus on more complex and rewarding tasks, and build stronger relationships with customers.
How to implement account manager callbacks in your inbound contact centre?
Implementing account manager callbacks in your inbound contact centre is not as difficult as it may seem. You just need to follow these steps:
• Choose a callback solution that suits your needs and budget. There are many options available in the market, from cloud-based platforms to software integrations. You should look for a solution that is easy to use, scalable, reliable, and secure.
• Integrate your callback solution with your Dynamics 365 so that you can access and update customer information, assign and track account managers, and automate callback workflows.
• Set up your callback rules based on your business goals and customer expectations. You should decide how to prioritize and assign callback requests, how to handle peak times and overflow situations, how to measure and monitor callback performance, and how to optimize your callback strategy over time.
• Train your agents on how to use the callback feature and how to handle callback calls effectively. You should emphasize the benefits of callbacks for both customers and agents, teach them how to use the callback software or system, and coach them on how to deliver a positive and consistent customer experience.
• Promote your callback option to your customers and prospects. You should inform them about the availability and advantages of callbacks, encourage them to use it whenever they need it, and solicit their feedback and suggestions on how to improve it.
How to measure the impact of account manager callbacks on your inbound contact centre?
Once you have implemented account manager callbacks in your inbound contact centre, you should track and analyze the results to evaluate the impact of callbacks on your key performance indicators (KPIs). Some of the KPIs that you should monitor are:
• Customer satisfaction (CSAT): This is the most important metric to measure the quality of your customer service. You should ask your customers to rate their satisfaction with the callback service after each call or through surveys. You should aim for a high CSAT score that indicates that your customers are happy with the way you handled their issues or inquiries.
• Customer retention (CR): This is the percentage of customers who continue to do business with you over a period of time. You should aim for a high CR rate that indicates that your customers are loyal to your company and less likely to switch to competitors.
• Customer lifetime value (CLV): This is the total revenue that you can expect from a customer over their relationship with you. You should aim for a high CLV that indicates that your customers are spending more money with you over time.
• Average handle time (AHT): This is the average time that an agent spends on each call, including talk time, hold time, and after-call work. You should aim for a low AHT that indicates that your agents are able to handle calls in a timely manner without compromising quality.
• Cost per call (CPC): This is the total cost of running your inbound contact centre divided by the number of calls handled. You should aim for a low CPC that indicates that you are optimizing your resources and reducing your expenses.
By measuring these KPIs, you can assess the effectiveness of your account manager callback strategy and identify areas for improvement.
Conclusion
Account manager callbacks are a powerful way to revolutionize your inbound contact centre into a personalized and proactive operation. By offering callbacks to your customers, you can enhance their satisfaction, loyalty, and retention while reducing your costs, increasing your efficiency, and boosting your revenue.
If you want to learn more about how account manager callbacks can help you achieve these results, contact us today. We are experts in providing callback solutions that are tailored to your specific needs and goals. We can help you implement, manage, and optimize your account manager callback service and take your inbound contact centre to the next level