Customers hate calling and sitting on hold. If you are in the business of customer service, you can use a callback system to put a stop to that frustration.
What is an automatic callback feature?
The automatic callback feature is a VoIP (Voice over IP) function that allows callers to request a callback if there are no available call center agents to pick up their call, or if they simply want to be called back at a later time. It is a welcome alternative for customers accustomed to waiting on hold for long periods. It also provides agents with more information about the customer.
The most common uses of this feature include:
-Retaining customers and clients who know they will be away from their phones and would like to be contacted later.
-Providing a seamless experience for customers who prefer to speak with an agent instead of filling out forms on the website or mobile app.
-Providing an additional customer service tool for agents who may be on other calls, unable to answer questions due to their workloads at certain times throughout the day.
Customers hate calling and sitting on hold
Don’t you hate calling a business and having to sit on hold? It’s so frustrating! When you call, you want to be able to get through to someone who can help you as soon as possible. But if the business doesn’t have a call-back system, then you may have to wait for hours before someone even answers the phone. This is especially true if your business is open during normal business hours.
Just some of the benefits of a call-back system:
Reduce abandoned call rates
Abandoned calls are a big problem for businesses. Some customers simply don’t have the patience to call you multiple times throughout the day to check if your call center is finally available to pick up their call. As a result, most customers will call, wait on hold, and after their patience wears thin, hang up and give up on contacting customer service.
Using an automatic callback system can increase your sales by reducing abandoned calls.
The automatic callback feature is a computer telephony function that allows callers to request a callback if the line is busy, if there are no available agents to pick up their call, or if they simply want to be called back at a later time.
IVR menu could sound like this:
“Press 1 for sales
Press 2 for billing
Press 3 for technical support
Press 4 to request a callback”
Once the caller requests a callback, the call will be instantly terminated. However, the callback system will keep the caller’s phone number in the caller queue. When the phone number reaches the front of the queue, the system will automatically dial the caller’s phone number and connect them to a designated support agent.
While there are many different types of callback systems available, they all accomplish the same thing: making sure that your customers are not left waiting on hold while they could be doing something else.
Instant Gratification
A call-back system will let you leave your number at the beginning of the call queue if there isn’t an agent to answer the call. You will not lose your place in line and someone will call you back. This is going to be a more satisfying experience for a call than having to sit on hold. The caller can work on other things while they wait for the callback.
Convenience
If you want to speak with someone at a company without waiting on hold, this is an easy way to do it. You simply enter your phone number when you are prompted by the auto attendant, leave a message and wait for them to return your call. A lot of companies use this type of service because it is efficient and saves them time from having people sitting around waiting on hold all day long!
Cost-effectiveness
If you’re a small business owner, you know that time is money. And one of the best ways to save both is by using an automatic call-back system. It allows your customers to reach you without having to call in and wait on hold—and it saves you money by not having to pay for those long-distance calls while the caller just sits on hold. And, you won’t need to hire more agents to answer all the calls coming in. Because the callback system will automatically call the number when an agent is free, and efficiency is increased by the automated process.
But there are other benefits as well: when a customer calls in and speaks with an automated system, they feel like they’re being valued. They don’t have to wait on hold or speak with a stranger who doesn’t understand their needs—instead, they can tell their story directly into the system and then receive a personal response from someone who knows exactly what they need.
And if there are any problems along the way, your customer will be able to leave feedback right away so that you can address their concerns right away.
Increased agent productivity
Are you looking for a way to improve the productivity of your contact center agents?
The callback feature can help. With it, call center agents won’t have to dial out numbers that requested callbacks manually, which can save them time and keep them focused on their other tasks. Typically the call back system will automatically call an agent when they are free and when the caller is next in the call queue.
Conclusion
If your business doesn’t have a call-back system, we encourage you to consider using one. A call-back service allows customers who are interested in doing business with your company to leave their phone number. The service then calls those people back when an agent is available. All without having to wait on hold for hours at a time.
In short, call-back systems save time and provide flexibility for your busy call center. They also put a happy face on the cold call system; agents get to spend more time speaking with customers instead of constantly prompting them for information.
