Genesys Callback (CE03) for PureEngage

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This topic is part of the manual PureEngage On-Premises Use Cases for version Public of Genesys Use Cases.
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Offer callback to queuing callers

What's the challenge?

When callers wait in long queues, customer frustration with your brand goes up right along with your abandonment rate. However, always keeping staff at peak performance level is costly and inefficient. You need a way to distribute calls during peak times to meet your service levels and keep callers happy.

What's the solution?

An alternative to waiting on hold can make the difference in a customer’s experience. After a threshold of time, give callers the wait time and the option of receiving a callback. Now you can deliver higher customer satisfaction without maintaining a peak-level staff.

Story and Business Context

This use case enables companies to improve customer experience by providing wait time information and callback functionality. Dynamic treatment can be applied to transfers, playing different messages and providing different customer experiences based on the length of the wait. Businesses can specify wait time thresholds and, using reporting, monitor and quickly adjust the outcome if required.

Use Case Benefits

Use Case Benefits Explanation
Improved Employee Occupancy Smoothing of inbound call volumes with offer of callback during busy times improves employee utilization.
Improved Net Promoter Score Offering callback and providing wait time information during busy times rather than keeping customers on hold improves the customer experience.
Reduced Handle Time Customers who have not been kept on hold are less likely to spend time 'venting' in frustration, so reducing handle time.
Reduced Interaction Abandonment Setting customer expectations about wait time with the offer of a callback reduces abandonment rates.
Reduced Volume of Interactions Offering callback reduces the instance of follow-up and repeat calls by customers who have previously abandoned.

Summary

No one likes to wait on hold. When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent exceeds a specified configurable threshold, they are presented with the option to receive a callback, either as soon as possible or at a scheduled future time. Different treatment can be applied and a different message presented based on the length of the wait.


Use Case Definition

Business Flow

The business flows describe the use case from the perspective of the customers and the system.

Callback Offer

Business Flow Description

  1. A customer calls a service line of the company.
  2. The customer requests to speak with an agent.
  3. The system verifies the estimated wait time (EWT) for an agent qualified to handle the request. If the wait time is below the specified threshold, the caller is immediately transferred to the corresponding queue to wait for an agent with the requested skill. Please note that the logic to route calls to agents is not within the scope of this use case. This use case relies on existing inbound voice functionality described in the prerequisites CE01 or CE02.
  4. When the Estimated Wait Time threshold is exceeded, a wait time announcement can be played to the caller. This can be a generic announcement or, ideally, a broader range estimate like "between 5 and 10 minutes" or "less than 10 minutes."
  5. After the announcements, the customer hears callback options.
  6. If the customer chooses an Immediate or Scheduled Callback, they are asked if the ANI on which they called in is the callback number. If the customer confirms, move to next step. If the customer does not confirm, they are prompted to enter the new callback number and are asked to confirm it. If the customer chooses an Immediate Callback, they are placed in the router's queue (see the Callback flow below). If the customer chooses a Scheduled Callback, they are asked when they want the callback (see the Register Scheduled Callback flow below).
  7. If the customer does not accept the callback offer, the call is transferred to the corresponding waiting queue.
  8. Optionally, you can play a recorded description of a callback.

Business Flow

Callback

Business Flow Description

  1. Consumers can request a scheduled or immediate callback:
    a. For a Scheduled Callback, at the requested time of the callback, the call is queued to be distributed to an agent with the right skill.
    b. For an Immediate Callback, when the caller's turn in queue is reached, they are put in position number one.
  2. Based on predicted agent availability for the callback, a call is initiated to the customer phone. Call progress detection is used to detect if a human has accepted the call.
  3. Up to three call attempts to reach the customer are performed. If the customer does not accept the request after the third attempt, then the callback is cancelled.
  4. If the customer accepts the call, an announcement informs the customer that this is the requested callback. A sample announcement text could be: "This is your requested callback from company XYZ. Please press 1 to confirm that you requested this callback and you will be connected to an agent."
  5. Customer confirms their desire to connect to the agent.
  6. Customer and agent are connected.

Business Flow

Register Scheduled Callback

Business Flow Description

  1. The customer chooses a day and time for their callback from a selection of configured times.
  2. If the time slot is available, the system confirms it. If the time slot is not available, the system offers the next available time.
  3. The customer can accept the offered time slot. If the customer does not accept the next available time slot, they are asked to enter a day and time again. This loop can occur 5 times (5 is the default, and this is a configurable option).
  4. Once the customer accepts the time slot, Genesys registers the callback request and ends the call.



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.


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