Deferred Transactions

Deferred transactions are typified by:

• The customer is not actively engaged during the queue time
• The center determines when to process the transaction
• The cycle time is usually measured in hours or days
• Transactions waiting to be processed are termed backlog

Types of Key C-related Processes (KCRPs) that are Deferred Transaction

• Emails
• Letters and Fax
• Call Backs
• Voice Mail Message Processing
• Internal Escalations (except live transfers)

Many deferred transactions begin deferred, such as emailing for support. In this case, the customer is not actively engaged while the email waits to be processed. Unlike an incoming call, a center can choose when to process a deferred transaction, but there should be a set cycle time or target response time (e.g., 24 hours). Where real-time transactions are managed to a service level, and interactions are in the queue, deferred transactions are managed to an on-time goal and backlog.

Some deferred transactions typically refer to when a resolution, action, or follow-up is scheduled or “deferred” to a later time, either at the customer’s request or due to the need for further investigation or specialized assistance.

These deferred transactions help manage customer expectations, ensure thorough issue resolution, and deliver high-quality customer service by allowing the contact center to dedicate the appropriate time and resources to each customer’s needs.

Key points about a deferred transaction in a call or contact center:

• Customer Request Deferral: A customer may request a follow-up or resolution at a later time due to various reasons such as unavailability, need for research, or preference for a specific callback time.
• Scheduling Future Actions: The agent schedules the appropriate action or follow-up for a specific date and time based on the customer’s preference or operational guidelines. This can include callbacks, investigations, escalations, or other necessary steps to resolve the issue.
• Recorded and Tracked: Details of the deferred transaction, including the nature of the request, customer preferences, and scheduled actions, are recorded in the contact center’s systems for tracking and monitoring.
• Follow-Up Communication: The contact center typically initiates a follow-up communication at the scheduled time to address the customer’s request, provide the necessary assistance, or continue the resolution process.

Detractor- See Net Promoter Score (NPS)