This presentation covers how enabling callers to skip the contact center call queue delivers a better customer experience and provides organizations a financial return.

1. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Interactive Northwest, Inc.

2. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
What is Callback?
Customers typically have 2 options:
1. Wait in queue until an agent is available
2. Abandon the call
Dial Navigate Wait Connect

3. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
What is Callback?
Dial
Callback
Request Hang Up
Callback Delivery
Callback system waits in line
in place of the caller1.
2. Delivery Methods:
- Agent First
- Caller First
Another Option

4. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Agent First or Caller First?
Agent First Caller First
 Agent is contacted first
 Agent previews caller info and
launches call
 Agent is connected to the Caller
when the Caller answers the call
 Caller is contacted first
 Caller is placed into a high
priority queue
 Caller is connected to the Agent
who answers the call

5. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Why Customers Dislike Queues
ACD statistics from thousands of contact centers over many years indicate that an
average wait time is around 20-30 seconds. However, when the public was asked to
estimate the time they usually (not exceptionally) spent waiting to speak to a contact
center, the average answer was 11½ minutes - 27 times longer than the reality.
Credit: ContentBabel

6. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Contact Center Callback Usage
39% of contact center respondents offer a telephony queue call-back option, with this
being particularly the case in medium and large operations with high call volumes.
Credit: ContentBabel
48% of respondents offering callback did so based on actual time spent in the queue,
21% based on estimated wait time, and 31% both.

7. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Callback Type Usage
Credit: ContentBabel
67% of contact centers that use callback leverage the First-In, First-Out (FIFO) type.
On analyzing the contact center activity type (i.e. sales or service), those callers making
sales enquiries were more likely to want a placeholder-type of call-back.

8. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Callback CSAT Improvement Effectiveness
Credit: ContentBabel
49% of polled organizations offering callback say it is “Very Useful” in improving CSAT
levels.
Respondents stated clearly that is was most useful for managing call volumes and spikes
in busy periods, and thus improving customer satisfaction and experience.

9. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Callback CSAT Improvement Effectiveness
Credit: Software Advice
In 2012 60% of polled consumers felt that one minute of hold time was too much. We
can assume that percentage is higher in today’s era of instant gratification.
In a 2013 poll of 1,100 consumers, 63% prefer callback to waiting on hold. Again, it’s
likely more popular today.

10. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Callback CSAT Improvement Effectiveness
Credit: Software Advice
Nearly 1/3 of respondents indicated they’d always prefer a callback to any wait in queue
• 63% of callers prefer
a callback option
• 52% of callers will
become frustrated or
hang up after 5
minutes
• 27% of callers would
rather have a callback
than spend any time
on hold at all

11. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Callback CSAT Improvement Effectiveness
Credit: Software Advice
Nearly 50% of respondents indicated they expect a callback within 30 minutes

12. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Callback Return On Investment Example
Dial Navigate Wait
Connect
300 seconds
3 seconds 30 seconds 300 seconds
Normal inbound call with toll per-minute costs:
10.5 minutes * at 2¢ per minute
= 21¢ per call
300 seconds

13. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Callback Return On Investment Example
Eliminating the wait time and moving the talk time to
free external lines saves 19¢!
Dial
Callback
Request Hang Up
Callback Delivery
3 seconds 60 seconds
Inbound call that elects for callback:
1 minute * 2¢ per minute
300 seconds
Outbound callback with free per-minute costs:
5 minutes * 0¢ per minute

14. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Callback Return On Investment Example
Dial
Callback
Request Hang Up
Callback Delivery
3 seconds 60 seconds
300 seconds
Inbound call that elects for callback:
1 minute * 2¢ per minute
Outbound callback with free per-minute costs:
5 minutes * 0¢ per minute
At 200 callbacks per day, 5 days a week
= $10,000+ a year in savings – for just one queue

15. interactivenw.comCUSTOMER EXPERIENCE SOLUTIONS
Visit our website at
www.interactivenw.com
or give us a call at 1-800-732-3236
Whether it’s a custom application or
one of our award-winning products, we
have a solution that is right for you.
Learn More About INI’s Innovative Solutions