Callback
Callback adds a whole new dimension to the way in which calls can be handled. Never again will your customers have to wait in a queue.
In the past, callers had no option but to wait on hold for an agent, abandon the queue by hanging up or become frustrated by waiting.
Callback invites callers to enter their number, leave a message and hang-up, safe in the knowledge that they will not lose their position in the queue.
Once the callback is in the queue and an agent becomes available it is delivered. The agent is presented with details of the caller along with the message, the system then automatically rings the caller
- Allow callers to leave their phone number and a message relating to their call
- Callers can be offered Callback during the queue progress messages
- Call to retain its place in the queue and be automatically delivered to the first available agent
- Provide agents with details about the call
- Ability to report on all Callback calls
- Callback can be utilised in night service to capture calls outside the contact centre operating hours
- Being called back by an agent is more convenient for the caller as they can do other things instead of just waiting on the line
- Callback dramatically decreases the number of abandoned calls as the caller has a choice to leave a Callback request, rather than just hanging up