Callback - Willsoft

The Handycall callback system significantly improves accessibility of the company and the quality of telephone services

HandyCall
callback

In order to improve and maintain accessibility companies need a modern call-back system to ensure that every single customer calling the company can be reached quickly and verifiably. Monitoring and measurability are key factors in improving and maintaining accessibility.

For us improved accessibility is not just an empty promise, instead it is a verifiable and measurable fact. Every business that wishes to develop, grow, and improve the customer experience that they offer needs a modern HandyCall callback system.

After introducing the HandyCall callback system every customer calling the company can be contacted without any omissions.

Handycall – 100%

100%

How does HandyCall differ from traditional overflow based callback systems?

	HandyCall	Overflow
Measures the total telephone traffic – no omissions	✔
Measures only inbound calls up to overflow		✔
Automatic clearing of a series of unhandled calls when the customer answers a call-back	✔
Manual clearing of a series of calls when the user confirms calling back to the customer		✔
Automatic clearing of a previously unnoticed series of unhandled calls of the customer, if the customer calls again and the company answers the call	✔
No more duplication of calls to customers	✔
Real time log of calls unhandled of all calls missed	✔
Real time log of calls unhandled of all calls missed up to overflow		✔
Reports of handled calls are compiled on the basis of actual call events	✔
Reports of handled calls are compiled based on manual clearing		✔
Reports cover all calls – outbound, inbound, missed	✔
Reports cover only unhandled inbound calls up to overflow		✔
Daily reporting of the number of individual unhandled customers	✔
Daily reporting of the number of individual unhandled customers	✔
Daily reporting of the number of individual unhandled customers	✔	✔
PC and mobile telephone user interface	✔	✔

Reaaliaikainen takaisinsoittojärjestelmä

Real time information

The HandyCall callback system maintains real time information about any unhandled calls, whether group calls or direct calls bypassing the group. With the HandyCall system the company has in their disposal modern tools to manage missed calls, as well as real time call status updates. This is a scalable service. The system allows creating the desired number of user accounts. Users are managed in user groups regardless of the telephone exchange groups the individuals belong to. The system provides a possibility of monitoring whether calls have come to an individual or several users.

Reported information

By analysing the HandyCall telephone traffic reports the company can make sure that their decisions aimed at boosting accessibility are based on accurate facts. Supervision in service groups is made easier with the use of benchmarking reports. Reporting is based on documented actual telephone traffic, itemised by extension numbers, groups, as well as points of business. Reports provide a detailed account of outbound and inbound calls, handling times, calling times, callbacks, group, and direct calls, as well as daily records of the number of individual customers remaining unhandled.

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Easy and fast

Maintains a real time log of all unhandled calls by measuring telephone traffic without any omissions
The series of unhandled calls is automatically removed from the call log, when the customer is contacted by calling back or when the customer manages to get through by calling again
No more duplication of calls to customers
No frustrating dialling of numbers
Detailed reports covering the full range of the performance of telephone traffic and accessibility
A system independent of the exchange and the operator
Mobile telephone and PC user interfaces
Easy and fast commissioning
SaaS service

The HandyCall callback system is available in two versions: HandyCall Basic and HandyCall Premium

Handycall basic

HandyCall callback
Detailed reports covering the performance of telephone traffic and accessibility
PC and mobile telephone user interface
Text message tool for sending marketing messages

Handycall premium

HandyCall callback
Campaign callback log
Detailed reports on the performance of telephone traffic and accessibility, text messages and campaigns
Automatic records tailored to the company’s needs
PC and mobile telephone user interface
Text message tool for sending marketing messages and text message enquiries
Possibility to integrate into the company’s own systems (option)