No Call-back after hours:
If you call an enterprise after hours, you will typically be told how really important your call is to them. After next being informed of the precise business hours of the enterprise, you will be instructed to call back when they are open for business and it is convenient for them to talk to you. An option to leave a call-back number or even automatically capturing the number of the calling party is rarely done. This is often the same enterprise that is spending billions of $s to “talk” to these same consumers. Yet, when the consumer is making an attempt to talk to the enterprise, the response is to tell the consumer to “go away and call us when it is more convenient for us”.
This situation appears to be a simple break-down of communications between the enterprise marketing and call center management organizations. The basic technology to leave a message (voice mail) has been readily available for the last 25 years. The tiniest businesses in the country routinely do this. If you call them after hours, you can leave a voice mail and someone will call you back next day. Just capturing the number of the caller solves the problem most of the time and using CallerID would accomplish this. The enterprise would still need to pull off the numbers from the messaging system. This would seem like an opportunity for the vendors to provide a service that makes this easy to do. Automation of the pulling of the caller’s contact information would seem like the primary thing that is needed. The enterprise would still need to have a CSR call back the consumer. The call-back service would then automatically call the customer and connect to CSRs as the are available.
This situation appears to be a simple break-down of communications between the enterprise marketing and call center management organizations. The basic technology to leave a message (voice mail) has been readily available for the last 25 years. The tiniest businesses in the country routinely do this. If you call them after hours, you can leave a voice mail and someone will call you back next day. Just capturing the number of the caller solves the problem most of the time and using CallerID would accomplish this. The enterprise would still need to pull off the numbers from the messaging system. This would seem like an opportunity for the vendors to provide a service that makes this easy to do. Automation of the pulling of the caller’s contact information would seem like the primary thing that is needed. The enterprise would still need to have a CSR call back the consumer. The call-back service would then automatically call the customer and connect to CSRs as the are available.
so you want an automated system tto call me back and put me on hold? I hate when that happens. If it happens at work, I hang up.
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No reason that you should be put on hold on a call-back. The enterprise knows how many CSRs are available and would only call if they are available. The basic point is that a caller should be able to leave and message and be called back. Of course this can be done poorly.
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An automated call back should never put someone on hold, however depending on the type of call back server being used; there may be instances of network holds as the called party is connected to the reserved agent. However, in my many years of call center design work, many companies refrain from automated call backs. The answer is simple. The person calling in may not be using his/her personal phone. The ANI sent from the calling number may be a generic corporate number and not a DID. Think about this- you are calling a company after hours to check on the status of a delivery for your spouse for your anniversary. The next day, the jewelers automated system calls back and your spouse answers the phone....hello this is Bill from big diamond jewelers is Bob home?
What you will find is either a Voicemail box to leave a message or a request to call back when you can be serviced with one call resolution.
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There is no reason why an automated system can't be programmed with a much more natural interaction. Instead of interminable music, infomercials, hearty recordings telling you how important your call is or dismissals, why not -
"It will be at least five minutes (thirty minutes, two hours, whatever), you may hold on or press 1 to be called back as soon as possible at 5-5-5-5-5-5-5 or press 2 to leave another callback number."
Even worse, why should you pay to wait? How about at least an offer to wait on their time - "If you are calling from phone plan with limited minutes, let us call you back at 5-5-5 ... or Press '1' for another callback number."
Come on, this doesn't have to be so difficult. How many (hu)man hours, how much wear on tear on the nerves, how much communication bandwidth is tied up with dysfunctional systems that basically do demonstrate lack of consideration at best and disrespect and contempt at worst. EVERY call should include a voice mail and callback option. Sometimes one really has no time to listen to music for 45 minutes but just wants to get the ball rolling.
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so you want an automated system tto call me back and put me on hold? I hate when that happens. If it happens at work, I hang up.
mpcoc
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t will be at least five minutes (thirty minutes, two hours, whatever), you may hold on or press 1 to be called back as soon as possible at 5-5-5-5-5-5-5 or press 2 to leave another callback number."
mpcoc
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Even worse, why should you pay to wait? How about at least an offer to wait on their time - "If you are calling from phone plan with limited minutes, let us call you back at 5-5-5 ... or Press '1' for another callback number."
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I hate this scenario too. There are many numbers to press and then you will get a "the banker is busy right now".
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What about companies—my morning newspaper comes to mind—whose business hours are out of the ordinary, and who instruct you to "call back during normal business hours" without telling you what those hours are?
Of course the real question is how you get across to the contact centre management that their system is a botch and needs to be fixed.
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No reason that you should be put on hold on a call-back.
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With best wishes
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The ANI sent from the calling number may be a generic corporate number and not a DID. Think about this- you are calling a company after hours to check on the status of a delivery for your spouse for your anniversary. The next day, the jewelers automated system calls back and your spouse answers the phone....hello this is Bill from big diamond jewelers is Bob home
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1. I hope you'll clean up your comments section, which includes many seemingly random duplications.
2. My comment is that I resist asking for a callback, even when talking to a human. The reason is my experience that much of the time the callback never comes (or if it comes, it comes when no one is home to pick up the phone, and no message is left). I just don't trust companies to call me back as promised. That's why I will always continue to wait if I can.
The worst, of course (and it happens all too often) is that after waiting a considerable time I'm told that they're too busy and *I* will have to call back. An even more annoying variation of this (encountered today from the SS Adm.) is my having to give all sorts of info to the automated system -- which seems always to require considerable correction of its faulty reading of what I said -- and *then* being told I must call back.
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Can you block -- or at least remove -- spam such as that from "dad" on 9/7?
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No reason that you should be put on hold on a call-back.I clicked on this blog while searching some reference material on traveling to a new location. I liked your post
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to give all sorts of info to the automated system -- which seems always to require considerable correction of its faulty reading of what I said -- and *then* being told I must call back.
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Call back is a great service and I don't know why larger companies refuse to implement this when you ring after hours.
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Perhaps one reason why large companies don't do callback is the time expense the next day - with a backlog of calls to work through. I know that's a poor excuse, but big companies are good at poor excuses and they only think of the bottom line.
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Yes, that would be a good simple solution to a twisted problem that makes most of the customers angry. As a call center operator I run into this problem almost on a daily basis, it would be a relief for all of us to get it fixed but for that we'll have to get a lot of companies involved.
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Not to convinced by this but, an interesting concept
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Yeah, and not to mention the wait you have on their maze of call options.
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i wish these people learn to respect the consumers.they call us for selling but when we call them..what happens to them?call back service has to be there for sure.
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if their response becomes good i am very sure that there will be more repeated customers and thus great credibility.wish they learn soon or its gonna be a loss for them and sure gain for some other competitor.
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I think it sounds like a great idea. I wouldn't mind at all if they were to automatically call me back because it would save me having to remember to call them again. Not sure I would like to be put directly on hold but I could live with it.
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An option to leave a call-back number or even automatically capturing the number of the calling party is rarely done. Thanks for taking the time to discuss this,would you mind updating your blog with more information? It is extremely helpful for me.
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What we are talking about here is respect. Respect for the customer and their privacy
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