Call Handling Solutions
+44 (0) 2890 737 929
Callback Services
Callback Services are the leading provider of call handling solutions across the UK & Ireland. We have a proven track record in building service offerings tailored to meet the individual needs of each of our clients. Some key challenges facing the call centre industry are trying to remain competitive while driving down costs, improving service levels, meeting sales targets and constantly improving customer service - and doing so with reduced operating budgets. All our services are available as Onsite or Hosted solutions.
Focus on the customer
It is no longer acceptable to measure service levels and customer satisfaction levels over average periods, 1 week, 1 month, 1 year. It is essential to understand the specific issues incurred during inbound call volume spikes e.g. Tuesday after bank holiday, during staff shortages, "sick" Mondays and/or price change notifications.
Consult
Our highly experienced team of consultants and technology experts work with you to understand busines processes, technology infrastructure and people's behaviour. We can then build a roadmap to deliver services to meet your goals.
Deliver
Callback Services deliver a range of solutions on either our hosted platform or onsite integrating with your current infrastructure & processes. Customers have full access to our hosted services to test our solutions against agreed business goals.
Manage
Our account team continue to work with you, post service deployment, to ensure business goals are continually met and reports are created and reviewed regularly as your business needs continue to evolve.
The company
Callback Services was setup to provide call handling solutions across the island of Ireland, the UK & European markets.
Our success to date has been the ability of our sales and technical teams to build relationships with our customers in understanding their individual needs, evaluating relevent solutions to help meet new business goals and successful deployment of our services either using hosted or onsite systems.
Our Goals
We continue to improve on our customer engagement model through learning from every engagement and aim to share our industry knowledge with all call centres ensuring the UK and Ireland continues to be the target for global companies setting up european call centre operations.
We always look to improve our delivery of services using cloud technologies, assuring our customers we will be able to deliver our services as cost effectively as possible.
Partners
Partnerships have been setup with key industry experts who provide backend technologies to support our portfolio of consulting, technology and service offerings.
Netcall - Virtual Queuing, Web Callback and Workforce Management services.
IM Creative - the world leader in Interactive Agent solutions
Iontas / Verint - experts in the delivery of Business Process Improvement. solutions
Web Callback
The web callback service allows visitors on your website to request a callback by simply clicking on a callback option then leaving their name, number and requested time for a callback. Our callback service will then place a call back into your contact centre and queue for an agent. When an agent is free to take the call the the prospect will receive their requested callback.
Business Benefits
The customer gratitude in receiving a callback following the web inquiry ensures a higher level of sales conversions and provides a solution to help convert web visitors to customers.
Virtual Queuing
This service eliminates the need for customers to be kept waiting on hold by contact centres and provides an alternative to queuing. Customers are asked to leave their details and hang up. The callback service does the rest, patiently holding for an available agent and only then automatically calling the customer back. Callbacks can also be time delayed during peak periods of inbound calls.
Call centres experience a huge decrese in call abandon rate using the callback service resulting in agents handling more calls across the day and reducing the impact of caller frustration.
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Workforce Management
Q-Max is a powerful day to day management tool that allows Contact Centre Managers to calculate, in advance, the number of staff required to respond to customer demand. This means the Contact Centre can be run proactively ensuring maximum call handling during times of high demand providing efficient customer service while avoiding call peaks and troughs.
Using Workforce Management for Resource Planning positively affects agents, operational planners and customers. Key improvements include:
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Leading UK Insurance Company
Through deployment of an onsite Callback System this company has managed to reduce their call abandon rate with no manual intervention, to an acceptable level while seeing an overall improvement in the total number of calls handled per agent, a reduction in team leaders having to answer calls at peak times and a huge increase in overall customer service levels.
The onsite deployment ensures this customers costs are very low after their year one capital investment.
"Callback Services worked very closely with our business managers to understand our requirements before providing access to a test platform to prove the benefits of their callback solution. They were also very flexible in building a commercial model to meet our needs.."
Senior Manager IT/Telecoms April 26, 2010
Global Mobile Phone Operator
After testing our hosted callback service for a number of months this leading telecommunications provider has deployed Callback Services using our hosted model across a number of lines of business. The immediate benefits are an increase in the Net Promoter Score resulting in customers expressing their extreme satisfaction with this "No Hold" value add service.
The Hosted Service offers a rapid deployment benefit to other lines of business and endless availability of capacity to support expanding needs.
"I worked with Kevin of Callback Services over a number of weeks in Dec '09/Jan '10... My client was trialling Netcall's QueueBuster product and Kevin was negotiating the commercials on their behalf with me. Uniquely for a commercial transaction in trying economic times, it was a pleasure doing business with Kevin ...." March 3, 2010
Contact Us
Our Address
Unit 4, Innovation Centre, Titanic Quarter
Belfast BT3 9DT, Co. Antrim
Tel.: +44 2890 737 929
E-mail: info_callback-services.com
Migrating to a Workforce Management Solution
Registration Information -
Please use the Contact Us section on the right to register your interest in our upcoming free webinar. This is aimed at anyone who currently does not have a WFM solution or would like to explore the benefits of QMax as an alternative to your current system.
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