Callback software prompts callers based on queues conditions or expected wait time for being called back instead of waiting in a queue. The callback can be immediate, as soon as an agent becomes available or at a scheduled time. The callback experience can be greatly enhanced by sending messages such as confirmation and/or notification of an impending callback.
Iron out traffic surges by shifting calls and scheduling customers to be called back as-soon-as an agent becomes available, or later at a more convenient time. Flatten call spikes while cutting telecom costs by flipping toll-free calls to less expensive outbound ones and reduce abandoned call rates.
End customer frustration by not having to wait on hold. When you take callers out of a queue, you give them back their time, the one thing they value the most when it comes to good service. Besides, it reduces agents’ stress, enabling better and faster conversations.
Callbacks provide an effective way to eliminate traffic surges by shifting calls and reducing abandons by 20% on average. They dramatically improve the customer experience by removing long wait times, skipping queues, and avoiding being put on hold. Scheduled callbacks can be handled even faster with call grouping, generating productivity improvement of over 15%. Callbacks also reduce your toll-free telecom costs.
Leverage callbacks to help your customers on the web or mobile. A callback button on your web pages or mobile app captures requests for assistance along with their context to route them to skilled agents. Acqueon Callback software lets you drive digital service adoption and reduces blind escalation calls to your contact center.
Acqueon Callback software works in tandem with Acqueon Campaign Manager. It lets you define the workflows for handling callback requests including confirmations, notifications, and retries of missed callbacks. But that’s not all. Acqueon Campaign Manager lets you optimize the allocation and scheduling of callbacks resulting in lower average handling times (AHT) and improved first call resolutions (FCR).