Web Callback Queuing

Web Callback allows visitors to your website to click on an icon to request that an agent call them. Users of Web Callback can not only initiate callback requests, they can also view the progress of their request or delete it. Web Callback allows you to differentiate your company’s contact center from your competitors’ by offering customers choices about how they do business with you.

While some customers may be content to wait on a phone line, many are not. Web Callback invites visitors to your website to leave a message, safe in the knowledge that their query will be dealt with in timely fashion. They will then be contacted by the first available agent as quickly as if they had made a phone call and waited to speak with an agent. Web Callbacks can be placed at any hour of the day or night. If the contact center is closed when the callback is requested, the Web Callback is presented to an agent immediately one logs in, when the center reopens.

The delivery of Web Callbacks is totally automated, ensuring that these customer contacts are not lost or left waiting indefinitely. All the features and benefits of CT Control, including skills-based routing and intelligent call delivery, are integrated into the Web Callback module. The module also includes comprehensive reporting and administration functionality.

Business Drivers

Organizations generally implement Web Callback for the following reasons:

• To ‘web-enable’ their contact center, giving potential customers another way of contacting them.
  
• To maximize the revenue potential of their website by encouraging visitors to contact an agent if they want more information.
  
• Allows them to capture customer contacts outside the contact center’s normal business hours.
  
• Ensures that messages left via the website are queued and automatically delivered to an agent in the same way that phone calls are.
  
• Allows website users to leave their phone number and a message.
  
• Provides agents with details about Web Callbacks.
  
• Allows organizations to report on Web Callbacks.

Features of Web Callback Queuing

Web Callback provides the following features and functions:

• Contact Center Managers can control what information they want to obtain from the website visitor by customizing the Web Callback template to meet the organization’s needs.
  
• The Web Callback request is delivered to an agent via Agent Desktop’s screenpop which provides the agent with detailed information.
  
• Screenpopped information includes the date and time the Web Callback was initiated, the contact details of the customer, when the customer would like to be contacted, and the specifics of the customer’s request.
  
• The history of the Web Callback is presented to the agent, informing them how many times an agent has attempted to return the callback and the result (for example, ‘no answer’, ‘busy’).
  
• The agent can receive and return the Web Callback using Desktop.
  
• Web Callbacks which have not been successfully returned by an agent can be re-queued for further attempts at a later date.
  
• Agents can record the outcome of the Web Callback using Wrapup templates.
  
• A detailed history of all Web Callback requests and agents’ responses to those callbacks can be obtained using ZCC Reports.
  
• The initiator of the Web Callback request can view its progress online.
  
• Web Callback buttons can be established on multiple web pages linked to a variety of queues in the contact center (for example, Sales queue, Customer Service queue etc).
  
• The features of CT Control that are applied to telephone calls, such as skills-based routing, resolution codes and Wrapup codes, can also be applied to Web Callbacks.
  
• Zeacom’s Web Callback customers are provided with the back-end information fields they need to build their own front-end web page.
  
• Zeacom can provide a standard front-end web template that can be utilized by the customer or the customer may choose to use a third-party web designer to create a template design that is consistent with the customer’s brand.

Benefits of Web Callback Queuing

Web Callback offers the following benefits:

• Potential customers have the option of making first contact with your organization through the Web, which is a mode of communication now favored by many people.
  
• Requesting a Web Callback from an agent is often more convenient for the customer as it allows them to conduct other business rather than waiting in a queue to speak with an agent.
  
• Web Callback is available 24 hours a day, maximizing the number of customer contacts captured by your contact center.
  
• Abandonment from your website can be substantially reduced by offering visitors the ability to request and receive information almost immediately. This is particularly important for e-commerce sites.
  
• The telecommunications costs generated by your contact center can be reduced, as callers are not waiting in a queue on your toll-free lines.
  
• Web Callback is simple for your agents to use, saving on training time and costs.
  
• Customer service levels and revenues associated with web generated sales can be dramatically improved.