Akio Web CallBack
Immediate or delayed callback request
Akio Web CallBack lets you programme a telephone contact with your surfers from your website, on their fixed or mobile line. This telephone callback may be immediate or deferred, depending on what your customers want.
The Web CallBack module is integrated into Akio UIC and has the following features:
The callback button can be seen on one or more pages on your website 24 hours a day and 7 days a week, but you can define time frames to offer your surfers an immediate callback when your customer service department is open and a deferred callback when it is closed.
When the surfer enters the required information in the web callback form, the form is routed to the multi-channel wait queue to be processed by the contact centre. Visual alerts are displayed to process these callback requests quickly.
You may reserve callback requests for certain advisers or put automatic distribution in place.
Quality-based callback management
The callback requests are processed, qualified and analysed simply by advisers in order to optimise the quality of the answers given.
Before archiving the call you can send by email, fax, letter or SMS a summary of the telephone conversation or any other information relating to this callback request.
Activity reports are generated automatically by this module to enable you to analyse the data from these telephone conversations.
- Identification of the surfer in the multi-channel customer file
- Easy form configuration
- Simplified management for customer service opening times
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