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 service from an agent, or abandon the queue by hanging up. The disadvantages of this scenario are obvious. The caller becomes frustrated waiting, and the contact center can incur substantial telecommunications costs as they pay for their callers to listen to music while they wait on hold.

Callback offers customers choices. While some callers may be content to wait in line, many are not. Callback invites callers to enter their number (if Calling Line Identification is not available), leave a message (who they are and the purpose of their call), and hang up, safe in the knowledge that they will not lose their position in the queue.

Once the Callback has been placed, it advances in the queue as if the caller was still on the line, when the Callback reaches the front of the queue it is delivered to an agent.
1. The agent is presented with details of the caller.
2. The message the caller left at the time of requesting the Callback is played back to the agent, and that call’s 'history' is presented to the agent.
3. The agent can then choose either to replay the message, or to dial the number. When they click the Dial button, the system automatically dials the caller’s number.

The Callback is treated as if the caller is still in the queue, so that agents can see the total number of calls waiting as well as the total number of Callbacks in the queue. Callback is flexible and configurable by queue. Contact center managers can schedule Callback, turn it on and off as they choose, or activate it only when a predetermined threshold is reached.

Callback can also act as an answer phone after hours. As soon as the agents log on in the morning, the calls are immediately presented to the agent for service. This call delivery function is automated. No mailbox needs to be cleared and calls don’t have to be requested.

Callback functionality is revolutionizing queuing principles and customer service, as callers realize they do not need to wait in a queue to talk to an agent.

Features of Callback

Callback allows administrators and agents complete flexibility and visibility of configuration and operation:

• Callers can be offered Callback during the queue progress announcements.
  
• The call retains its place in the queue and is automatically delivered to the first available agent.
  
• The caller’s message is automatically played to the agent.
  
• The agent is presented with a screenpop with caller information.
  
• Ability to run report on all Callback calls.
  
• Callback can be used to capture calls outside the contact center operating hours.
  
• Callbacks that are unsuccessful can be automatically rescheduled for delivery.
  
• Up to 256 Callbacks can be left in the system at any one time.
  
• Wrapup codes are available specifically for Callback calls.
  
• Ability to delete Callbacks that have repeatedly failed e.g., the Callback has been attempted multiple times with no success.
  

Benefits of Callback

While callers can feel completely confident about leaving their Callback request, Contact Center management and agents are also able to utilize Callback to optimize traffic peaks and staffing lows.

• 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 reduces the number of abandoned calls as the caller has a choice to leave a Callback request, rather than just hanging up.
  
• Utilizing Callback for after hours service ensures that more calls are captured, which results in higher contact center productivity.
  
• Contact center telecommunications costs are dramatically reduced as callers are not physically waiting in the queue and incurring costs.
  
• Callback can be utilized on an as-needed basis, to support agents and ensure as many calls are answered as possible, resulting in higher productivity and greater profit.
  
• All the information is presented to the agent, and the system automatically makes the call – simple and easy for the agents to use.
  
• Ability to provide the caller with options rather than just waiting on hold.
  
• Managing high traffic periods when wait times become extended thereby reducing abandonment rates.