Apr 06, 2009
Is anyone offering web call backs to customers? In my center, we handle calls, emails and chats and are considering offering the option to schedule a call back.
I can understand the benefits to the customer, but what about to the organization? What are typical response times (5, 10 minutes, immediate, etc)? How do I determine staff needed? What are typical metrics measured? What happens with customers who don't answer? What hardware/software is required? Considering small centers face particular challenges, would adding this channel do more harm than good?
Any insight into this topic is appreciated.
– Ken
