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Step 2: Click Delete, located on the buttons on top of the columns.
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Auto Callback and SMS Alerts in CyCx: Enhancing Customer Experience
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Use case one: Customer hangs up in the queue and will receive an SMS such as “Sorry we missed your call, we have added you to our callback in queue and will be in touch with you shortly. If you wish you to opt out, reply ‘Stop’.”
Use Case two: Customer has selected callback in queue while awaiting an agent, the customer hangs up and will receive and sms such as “Thank you for using our callback in queue feature, one of our agents will ring you shortly. If you wish you to opt out, reply ‘Stop’.”
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Callback scheduling notification: Informs them of their status and assures them of an impending callback.
Client-side flexibility: Clients can opt out of the callback by replying to the SMS with a customizable keyword.
Administrator control:
Triggering events: Specify situations that trigger SMS notifications, such as failed callback attempts or meeting defined criteria.
Tailored notifications: Customize triggers and personalize message content to fit specific needs.
Benefits:
Improved customer experience
Leverage abandoned calls
Increased operational efficiency
Enabling and Configuring the Auto Callback Feature with SMS Notifications
Enabling Auto Callback:
Set Callback Queue:
Right-click the desired queue and select "Edit."
In the queue configuration interface, navigate to the "Auto Callback" tab under "Other."
Choose the specific auto callback queue for SMS notifications.
Auto Callback Features:
Alerted by Abandoned Calls:
When a caller waits without assistance and presses 9, they are automatically added to the callback in queue. (CBIQ)
Hanging up also triggers auto callback registration, capturing potential lost business opportunities.
Callback Tab in Campaign:
A dedicated "Callback" tab facilitates configuring SMS notifications for callers who opt for a callback or drop out of the queue.
Configuring Callback Settings:
Access Callback Configuration:
Right-click the callback associated with the chosen queue and select "Edit."
Access and adjust callback settings in the "Callbacks" tab.
Callback Campaign Features:
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Auto Callback Feature
In the fast-paced world of customer service, every interaction counts. However, it is difficult to retain callers who hang up while waiting in the queue, resulting in missed opportunities. The Auto Callback feature reduces disappointments and is a game-changer in enhancing customer engagement and satisfaction.
Use Case one:
Consider a scenario where a customer hangs up while waiting in the queue. With Auto Callback, they are seamlessly added to the callback queue, ensuring their query is addressed promptly.
Use Case two:
Now imagine a customer who has selected the callback in queue option but decides to hang up before speaking to an agent. In this case, Auto Callback ensures that the customer receives a prompt callback without any hassle.
Description:
The Auto Callback feature offers a dynamic solution to the challenge of managing dropped calls effectively. Administrators can leverage this feature to automate callback scheduling, ensuring that customers are promptly contacted after hanging up in the queue.
How it Works:
Auto Callback simplifies the process of scheduling callbacks for customers who abandon calls while in the queue. Here’s how it operates:
Seamless Callback Integration: Customers who hang up while waiting in the queue are automatically added to the callback queue, ensuring their queries are addressed promptly.
Effortless Customer Experience: Customers who opt for the callback in queue option are assured of receiving a prompt callback, eliminating the need for them to take any additional steps.
Administrator Control: Administrators can customize callback scheduling parameters to meet specific business needs, ensuring efficient management of customer inquiries.
SMS Alerts in CyCx
Use case one: Customer hangs up in the queue and will receive an SMS such as “Sorry we missed your call, we have added you to our callback in queue and will be in touch with you shortly. If you wish you to opt out, reply ‘Stop’.”
Use Case two: Customer has selected callback in queue while awaiting an agent, the customer hangs up and will receive and SMS such as “Thank you for using our callback in queue feature, one of our agents will ring you shortly. If you wish you to opt out, reply ‘Stop’.”
Description:
The SMS Alert feature in CyCx empowers administrators to automate SMS notifications based on specific triggers within the system. This functionality ensures efficient communication with customers while offering control and flexibility in managing communication preferences.
How it works:
This feature automatically schedules callbacks and sends SMS notifications to clients who abandon calls after waiting in the queue. Whether the wait was short or prolonged, clients receive:
Callback scheduling notification: Informs them of their status and assures them of an impending callback.
Client-side flexibility: Clients can opt out of the callback by replying to the SMS with a customizable keyword.
Administrator control:
Triggering events: Specify situations that trigger SMS notifications, such as failed callback attempts or meeting defined criteria.
Tailored notifications: Customize triggers and personalize message content to fit specific needs.
Benefits:
Improved customer experience
Leverage abandoned calls
Increased operational efficiency
Enabling and Configuring the Auto Callback Feature with SMS Notifications
Enabling Auto Callback:
Set Callback Queue:
Right-click the desired queue and select "Edit."
In the queue configuration interface, navigate to the "Auto Callback" tab under "Other."
Choose the specific auto callback queue for SMS notifications.
Auto Callback Features:
Alerted by Abandoned Calls:
When a caller waits without assistance and presses 9, they are automatically added to the callback in queue. (CBIQ)
Hanging up also triggers auto callback registration, capturing potential lost business opportunities.
Callback Tab in Campaign:
A dedicated "Callback" tab facilitates configuring SMS notifications for callers who opt for a callback or drop out of the queue.
Configuring Callback Settings:
Access Callback Configuration:
Right-click the callback associated with the chosen queue and select "Edit."
Access and adjust callback settings in the "Callbacks" tab.
Callback Campaign Features:
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Number Validation Table: The validation table allows for the creation of validation rules to ensure that the caller's number is valid. For example, if a caller's number is private or suppressed, the validation table prevents the registration of callback requests with invalid numbers, thereby optimizing the callback process by ensuring that valid contact details are available for follow-up.
Send SMS on Receipt checkbox: Upon enabling the auto callback feature, the system automatically registers callers who hang up in the auto callback queue. In addition to this, by checking the "Send SMS on Receipt" checkbox, administrators can configure the system to send an SMS to the caller when they are placed in the auto callback queue. The text of the SMS message to be sent can be customized.
SMS Validation: The validation table allows for the creation of validation rules to ensure that the caller's number is valid. For example, if a caller's number is private or a landline number, the validation table prevents the registration of the number as sending an SMS to that number would be futile.
Send SMS on Unsuccessful Callback checkbox: When a callback attempt is unsuccessful, typically due to the client not answering the call, the system can be configured to send an SMS notification to the client. This notification informs the client of the unsuccessful attempt to reach them and provides options such as trying again later or opting out by replying with the word "cancel". Administrators can customize the content of this SMS message and provide clear instructions to the caller.
Text to Stop SMS and calls: The "Text to Stop SMS and calls" field allows administrators to specify the keyword that callers should use if they wish to opt out of receiving further SMS notifications and callback attempts. The specified keyword, such as "cancel", (it could be any word of your choosing) must be used for this purpose. Once a caller responds with the designated keyword, the system acknowledges the cancellation, the system sends a confirmation message, such as "Thank you, your callback has been cancelled". Administrators can tailor the message in this field.
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Smart Callback Filter (SCF)
Overview
The Smart Callback Filter (SCF) is feature designed to streamline call management and enhance customer service efficiency. By intelligently filtering and eliminating duplicate callback requests, SCF ensures that customer calls are handled in the most efficient manner, especially in high-volume or after-hours scenarios.
Use Case One: Efficient Handling of Repeated Calls
A customer, in an attempt to reach support, makes multiple calls to the queue without getting through to an agent. Using the Auto Call Back feature each attempt automatically triggers a callback request. With SCF, only the first request is registered, preventing duplicate callbacks and optimizing agent workload.
Scenario:
Customer calls the support queue and opts for a callback.
Customer hangs up and calls again, repeating this several times.
SCF registers only the first callback request, ensuring the customer receives a single callback, thus preventing any frustration or confusion from multiple calls.
Use Case Two: Preventing Duplicate Callbacks in High-Volume Periods
During peak times, a significant increase in call volume leads to many customers opting for callbacks. SCF intelligently identifies and filters duplicate requests from the same number, ensuring each customer is scheduled for just one callback.
Scenario:
Several customers call into the support queue during a peak period, with some making multiple callback requests.
SCF detects and filters out duplicate requests from the same phone numbers.
Agents are then able to manage callbacks more efficiently, focusing on reaching out to each customer without handling multiple calls to the same number.
Description
SCF leverages advanced algorithms to identify duplicate callback requests within a campaign, ensuring that customers are not overwhelmed with multiple callbacks for the same query. This feature is crucial for maintaining operational efficiency and improving customer satisfaction by addressing their concerns promptly and effectively.
Benefits
Improved Customer Experience: By eliminating repeated callbacks, SCF ensures a smoother and more satisfactory interaction for customers.
Leverage Abandoned Calls: Converts potential missed opportunities into a single, effective callback, thereby capturing and retaining customer interest.
Increased Operational Efficiency: Streamlines the callback process, allowing agents to focus on delivering quality service rather than managing excessive callback requests.
Setting Up the Smart Callback Filter
Enabling SCF:
Access Queue Settings:
Navigate to the queue settings and right-click on the desired queue and select "Edit."
Configure Callbacks:
Within the queue configuration, locate the "Callbacks" section, check the “Don’t add if already in this campaign” box and select the appropriate completion code to avoid adding duplicate numbers in the Call Back in Queue for agents.
For example in the campaign view below the second duplicate call has been automatically completed by SCF.
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Callback Assurance System (CAS) & After Hours Call Management System
Overview
The Callback Assurance System (CAS) is tailored to enhance customer service efficiency, especially for businesses operating across various time zones or requiring round-the-clock support, such as the hospitality industry. CAS ensures that every customer call, regardless of when it's made, receives the attention it deserves, seamlessly bridging the gap between customer expectations and service availability.
Use Case One: Direct Callback Registration
A customer contacts a hotel booking platform to inquire about a booking but reaches the service outside normal operation hours. Unable to connect with an agent immediately, the customer is presented with the option to request a callback. Once confirmed, a callback is registered and CAS can be configured to send an SMS to the customer: "We've received your request and will call you back shortly. To cancel, reply 'STOP'."
Use Case Two: Agent-Aided Callback Decision
An agent, upon receiving a call notification through CAS, is prompted to press 1 to accept the call. This action (of pressing 1) can also trigger the call to start recording. If the agent is in an environment not conducive to a professional call (e.g., a noisy background), choosing not to respond or pressing another key reroutes the call to the callback queue. If SMS service is configured, the customer is then informed via SMS: "Your call is important to us. We'll reach out to you soon. Reply 'STOP' to cancel the callback."
Description
CAS intelligently handles incoming calls by offering a callback option when immediate connection with a service agent is not possible. This feature is crucial for service-oriented businesses, ensuring that customer inquiries are addressed promptly, even outside traditional working hours. Upon opting for a callback, customers are reassured with an SMS notification, confirming their request, and providing peace of mind.
How It Works
The Callback Assurance System employs sophisticated logic to manage customer calls effectively:
Callback Scheduling Notification: Automates the notification process to inform customers of their callback status, ensuring transparency and reliability.
Client-Side Flexibility: Allows customers to easily opt-out of the callback service with a simple SMS command, providing control over their communication preferences.
Administrator Control:
Triggering Events: Administrators can define specific triggers for sending out SMS notifications, adapting the system to various operational scenarios.
Tailored Notifications: Customizable SMS templates enable personalization according to the business's tone and customer service strategies.
Benefits
Enhanced Customer Experience: CAS guarantees that customers receive timely support, significantly improving their interaction with the business.
Optimization of Missed Calls: By converting potential missed opportunities into scheduled callbacks, businesses can maintain engagement with their customers.
Streamlined Operations: Automates the management of incoming calls during peak times or outside standard hours, optimizing resource allocation and agent productivity.
The Callback Assurance System is a strategic addition to businesses like the hospitality industry, where customer satisfaction is paramount. CAS not only ensures efficient call management but also reinforces the company's commitment to exceptional service delivery.
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Avaya ACO Embedded and ACO Desktop Client
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