Virtual Hold Technology (VHT) Callback lets your customers choose between waiting on the line or receiving a callback when it’s convenient for them. VHT Callback saves their place in queue, and when an agent becomes available, VHT Callback automatically calls them back. No agent training or intervention is required. To a customer service rep, it looks just like any other inbound call. To the customer, it’s an amazing service experience.
Mark J. Williams invented VHT Callback in 1995. His innovation inspired the birth of a new
market opportunity within the customer service marketplace, and has helped establish VHT as the industry leader in Callback solutions. Read more about Virtual Hold history.
VHT Callback calculates the expected wait time, and gives customers an idea of when they can expect a callback. Customers can then choose to receive a callback in the same amount of time as if they had waited on hold, or they can schedule a callback at a more convenient time. Read more about how VHT Callback works.
Improve Customer ServiceThe ability to improve customer service is directly related to a company’s ability to acquire and retain customers. VHT Callback makes it easy to build and maintain strong relationships with customers through positive experiences.
Improve Average Handle TimeThe productivity of the most expensive and valuable resources, customer service agents, are critical for meeting cost containment initiatives. Saving a few seconds on every call makes a huge difference in controlling costs, meeting service levels and reaching customer satisfaction goals.
Improve the Customer ExperienceGreat customer service can only become a reality if it is supported with intentional, well-designed, customer experience improvements. These are experiences that meet customer needs, and are easy and enjoyable for the customer.
Improve First Call ResolutionImproving first call resolution includes getting a customer’s questions answered with a single phone call, with a single agent. VHT Callback reduces abandons, making calls more productive.
Reduce Call AbandonmentWhen a caller hangs up after waiting on hold, their next call may be to the competition. By reducing call abandonment, companies increase the likelihood of converting more sales and upgrades.
Workforce OptimizationWorkforce management attempts to balance the productivity of available resources with caller demand. Getting more from less is a way of life, and VHT Callback is an incredible asset for any workforce manager.
Virtual Hold Technology (VHT) Callback calculates and quotes the expected wait time, then allows customers the option to receive a callback in the same amount of time as if they had waited on hold, or to schedule a callback for a more convenient time.
VHT Callback comes with its own IVR included, but also integrates to a wide variety of popular IVR and call routing platforms. This allows VHT Callback to keep all of the customer data in memory, so that call routing intelligence and screen pop work perfectly.
VHT Callback tracks the position of all calls in queue, holding and virtual, using telephony events or SIP messages, and intuitively makes callbacks when virtual placeholders reach the top of the queue.
All callbacks are made automatically, thanks to VHT Callback’s outbound dialing capability. VHT Callback also manages call progress detection for busy signals and no-answers, and retries customers, according to adjustable frequency settings. Upon successful reconnect, VHT Callback confirms that the proper person is on the line. Working in concert with intelligent call routing systems, the call is transferred to the first available representative.
VHT Callback also lets businesses create rules, in order to tailor the customer experience to fit current objectives, like reducing call abandons or capturing more customers within service level.
A Web-based user interface provides real-time dashboards, and a rich set of historical reports and analytics for measuring system performance and the customer experience. Here are a few of the reports that are included with VHT Callback:
- Executive Summary
- Take Rate by EWT
- Successful Reconnect Attempts
- Return Call Results
- Return Call Hold Time
- Saved Minutes
- Max Try-Again Detail
- Return Call Detail
- Return Call Phone Numbers
- Unsuccessful Return Calls by Area Code
- Return On Investment Analysis
- Abandon Analysis
- Bypassed Calls Analysis
Customers call a toll-free number. Instead of waiting on hold, they’re told they can leave a message. When they have time, agents listen to the messages and manually call customers back. Customers have to repeat everything to the agent.
Customers call a toll-free number, but this time they can hang up while the system saves their place in queue. When it’s time for the customer to get a callback, the agent’s phone rings first. The agent has to listen to messages, then try and get the customer on the line–increasing the time they spend on the phone.
Click to Call
Customers click a button on a Web page. If someone is available, the customer might get a call right away. But the callback comes from a dedicated group of agents who have been assigned and trained to only handle Web requests. They may need to transfer the customer to somebody else because their skills are narrow. And if no agents are available to talk right away, customers are sent to the toll free number to wait on hold and start all over again.
Callback with Context
Customers call a toll-free number or visit a Web page. If wait times are high, they can request a callback, and all the information collected about the customer is passed along with the callback request. The customer receives a call when it’s their turn, and when they’re ready to speak with someone, the system gets an agent on the line.
Customers decide they need to speak with someone while visiting a company’s Web page or mobile app, interacting on a social network, making a phone call, or even while watching TV. Wherever they are, they can see the wait time and request a callback. When they receive their callback, they don’t need to repeat information they already entered. It’s a consistent, respectful experience available across all customer service channels.