Callback
Callback
Four reasons to use call centre software
- KPIs in the red in terms of availability, service level, first response time, call duration, repeat callers, and hang-up rates are actively managed and corresponding measures are implemented in accordance with objectives. The combination of call centre software and consulting takes KPIs to a new level and impresses management, employees and customers.
- Increased cost pressure affects us all: Rising personnel costs, a high degree of fluctuation, or the use of external call centres. However, a positive customer experience doesn’t always mean spending more money. Call centre software optimises queues while at the same time offering major savings and a significant increase in efficiency.
- Call peaks and excessive call volumes often outpace team capacities. ServiceOcean is rethinking workforce planning. Now, call volume can be adjusted to the available employee capacities. Our software cuts hang-up and repeat caller rates in half by offering scheduled call-backs. Peaks are smoothed out.
- Long queues result in low availability in your call centre and have a negative impact on efficiency as well as on customer and employee satisfaction. With call centre software, long queues are replaced with intelligent scheduled call-backs or virtual call waiting. Availability is increased by up to 38%.
SOLUTIONS
The software for inbound call centres
and outbound sales
Inbound calls
Increase the availability of inbound call centres by up to 38%. Queues are transformed into a unique customer experience.
Online scheduling
Avoid spontaneous calls: Customers can easily book scheduled call-backs online that are timed to the minute. On websites, in apps, in newsletters, and much more.
Outbound calls
Double your hit rates for outbound campaigns. Sales completion rates are increased through scheduling invitations sent via SMS or e-mail.
Become a service hero
Contact our consultants
Let’s revolutionise customer service together.
