TACTIC™ – Text-Activated-Callback / Telephone-Initiated-Callback
Queue avoidance, delivering better customer service and reducing contact centre call traffic TACTIC allows your customers to invite a callback at a time that suits them.
With TAC, you can send SMS messages to their mobiles, offering to call them to discuss a key issue – anything from an insurance policy renewal to a time-limited special offer – and they text back when they are ready to be called. The reply text initiates a whisper or CTI pop screen to the appropriate agent in your contact centre. It sets up the connection and provides the agent with all the information they need to complete the call.
With TIC, a customer waiting in a queue to speak to a contact centre agent can be given the option to leave their contact details and book a time for a callback. An agent is kept available at the appointed time and the callback is initiated automatically. These two tactical solutions provide a strategy for both reactive and pro-active queue avoidance.
- SMS is less intrusive, encouraging more renewals and faster payment
- Customers can be called at a time that suits them, and they expect the call when it comes
- Call queues are reduced and customers experience better service
- Your brand and your customer relationships are enhanced by a more flexible customer contact system