Benefits of Callbacks in the Contact Center

Contact centers experience spikes in activity, which lead to longer hold times and frustrated customers and agents. When organizations implement callback in their contact center, they are able to better align available resources to customers’ needs and gain operational improvements in key service metrics.

Here are some benefits to offering callback in your contact center:

A BETTER EXPERIENCE FOR CALLERS

1. Callers can request callbacks to avoid waiting in queue for long periods of time.
2. Callbacks increase customer satisfaction by freeing up the caller’s time. Callers can complete other items on their to-do list while waiting for a callback.
3. Customers are connected to the best suited agent which increases first contact resolution and decreases call time.

A BETTER EXPERIENCE FOR AGENTS

1. Callers are usually more friendly when they do not have to wait. The number of irate customers an agent would have to handle would be reduced. With fewer irate customers to handle, agents would be more friendly, so they would be able to provide better service.
2. Callbacks reduce call volume spikes and lulls by giving callers the choice to opt out of waiting on the line.

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