Using an Automated Call Back Feature

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 no call center agents can pick up their call or want to be called back later. It is a welcome alternative for customers accustomed to waiting on hold for long periods and 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 and 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 get through to someone who can help you as soon as possible. But if the business doesn’t have a call-back system, you may have to wait for hours before someone answers the phone. This is especially true if your business is open during normal business hours.

Here are just some of the benefits of a call-back system:

Reduce abandoned call rates

Abandoned calls are a big problem for businesses. Some customers 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, hang up after their patience wears thin, 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, no agents are available to pick up their call, or they want to be called back later.

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 many different types of callback systems are available, they all accomplish the same thing: they ensure 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 no agent can answer the call. You will not lose your place in line, and someone will call you back. This will be a more satisfying call experience than having to sit on hold, and the caller can work on other things while they wait for the callback.

call back feature press8 telecomConvenience

If you want to speak with someone at a company without waiting on hold, this is an easy way. When prompted by the auto attendant, you enter your phone number, leave a message, and wait for them to return your call.  Many companies use this type of service because it is efficient and saves them time from having people sitting around waiting on hold all day!

Cost-effectiveness

If you’re a small business owner, you know 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 sits on hold. 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 the automated process increases efficiency.

But there are other benefits as well: when a customer calls and speaks with an automated system, they feel 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.

If there are any problems along the way, your customer will be able to leave feedback immediately so that you can address their concerns immediately.

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 manually dial out numbers that request callbacks, which can save them time and keep them focused on their other tasks. Typically, the callback system automatically calls an agent when free, and 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 interested in doing business with your company to leave their phone numbers. The service then calls those people back when an agent is available without having them wait on hold for hours.

In short, call-back systems save time and provide flexibility for your busy call center. They also make the cold call system more enjoyable; agents spend more time speaking with customers instead of constantly prompting them for information.

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