Using Call Control to Enhance Intelligent Call-Back Applications
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Using Call Control to Enhance Intelligent Call-Back Applications

The ability to use call control in conjunction with communication applications can make the difference between a disgruntled customer and a satisfied customer. In short, programmatic call control is an API that applications can use to control a call flow while the call is ongoing. This includes things such as:
  • Answering and ending a call
  • Transferring a call
  • Playing recorded messages
  • Recording a call
  • Allowing callers to respond via a touch-tone menu (DTMF)
  • Forking the call to multiple destinations

Applying call control to an intelligent call-back application

With that brief description of the call control API in mind, let’s take a look at how it can be used with an intelligent call-back application in particular.
No one likes sitting in a long queue over the phone and research supports that assumption, with 60% of consumers suggesting that even just one minute on hold was too long. The same research stated that 63% of customers would much rather prefer a call back from the service than to wait on hold.
Ok, so clearly call back technology is preferred, but how does it work? Well, when a caller rings and there are no available agents, rather than being put on hold they will be informed that the expected wait time is (x) number of minutes.
The caller will then be given the option to wait for a return call from the service team or department that they’re trying to reach, rather than having to sit for the expected period. To ensure that the caller is available, they’ll be given a time frame during which they should expect the return call, e.g., in the next 20 minutes.
By using intelligent call-back technology, a company removes the need for an increase in the number of employees on their team and also improves the experience that their customers have while trying to contact them.

How can call control benefit intelligent call-back applications?

There are several points during the intelligent call-back process where programmatic call control can be beneficial. Firstly, let’s consider the point at which the application identifies that the caller will have to wait for the next available agent.
At this point, call control can be used to play a recorded message informing the caller that the lines are full and they will have to wait for a period. It is also at this point that the caller can be sent options for what they’d like to do next.
One of the benefits of call control is that it enables callers to respond to the application via a touch-tone menu (DTMF). This lets the caller progress their call flow without the need for any physical assistance from an employee. Once the caller has selected their option the most suitable agent based on wait times and experience will be notified of the requested call-back.

When might this be a useful set up to have

With this process in mind, let’s consider a typical scenario where this might be the case. Let’s say that John has recently upgraded the software of an online app that he uses for his business. He calls the technical support team as he requires some help with what he thinks is a bug.
When he rings the support team, he holds for 5 seconds and is greeted with a message saying that “lines are currently busy. Press ‘1’ to request a callback, or press ‘2’ to hold.” John decides that he has too much work to do so he requests a callback. Another message is played which says “Thank you, you will receive a call from one of our support team in the next 15-25 minutes.”
The consequence of this is that John now knows precisely when he’s going to receive a call. He could even take another quick call before the support team gets back to him, for example. It also means that the technical support team knows that they have someone waiting for a call in 15-25 minutes, and can allocate their resources adequately.
Overall, using an intelligent call-back application will reduce the abandonment rates of calls as well, with less customer likely to hold for 10-15 minutes and give up waiting. In fact, 32% of contact centers experienced fewer abandoned calls after call-backs were added.

About Telnyx
Telnyx delivers voice, messaging and more for applications and next-generation communications companies. Telnyx is a communications platform and partner that provides global carrier-grade services. You can find out more about the programmatic call control that Telnyx has rolled it to its users.
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