Save on telephony costs by offering a callback option

You can offer callers an option to be called back as soon as an agent becomes available without them losing their position in the queue.

Categorized as Technology Tagged

Amazon Connect contact center software saves you up to 80% on traditional call center software by having you pay for usage only.

However, if you are facing a call spike and your callers are on hold, that hold time still counts as “usage” time. Sure, you can move agents between queues to handle spikes.

However, this means that you are still paying for that phone call. 

Plus, who likes being on hold anyway?

There are several, better options.

You can reduce your customer service costs with a self service IVR.

Try to enhance your IVR with a visual IVR thereby improving customer experience even further.

Consider moving callers from the phone “hold” to chat customer support. This could be SMS chat, Whatsapp Chat, iMessage chat, website chat support. Whatever you want!

You can offer callers an option to be called back as soon as an agent becomes available without them losing their position in the queue.

You can do so by sending them an SMS as soon as your IVR figures out there’s a long hold time.

Not only that makes the caller / patient experience infinitely better, it also saves you a lot on telephony costs.

Effectively, here’s what you do:

  1. The patient calls your IVR. You have already modified your IVR to determine the wait time (approximate) of the caller based on the number of callers ahead of the current caller. You can get this information in the contact flow from the queue metrics.
  2. Based on the information above, you tell the caller that they won’t lose their place in the queue and can be called back as soon as the agent is available. Then you give the caller an estimated time of the callback. This time would be the same as the wait time you had announced in the step above.
  3. As the patient / caller agrees to this, you speak the patient’s phone number to call them back on and ask them to confirm. You also give them an option to be called back at another number if that’s what they’d prefer. 
  4. Then, in your contact flow, you place the call in a callback queue. As soon as the agent is done with their call, the next call in the callback queue is made available to them to answer. Amazon Connect handles this automatically for you. The incoming call priorities are always maintained by Amazon connect, so even if a new call comes in, they are placed in the queue and will be answered in the order they were received.
  5. The patient / caller gets a callback and if they pick up the call, they press a number to proceed with the call. If they do so, the call gets connected to the agent and continues.
  6. This way, the patient is happy and you have saved a bunch on paying for the inbound call minutes as well