Instead of waiting on hold, listening to music and the same announcements every few minutes, many businesses take advantage of the callback option that announces the caller’s place in the call queue, and offers to keep their place in queue and receive a call without requiring them to wait on the line.
Benefits of Callback Options
This call routing feature priorities flexibility and freedom, making it a popular option with both callers and our clients. It’s easy to set up in AccuRoute with no complicated coding or updates required.
Better Experience for Callersexpand_more
The main reason to implement a callback option is for a better customer experience! Reducing the amount of time a customer spends on hold frees up their time to continue working on other tasks while waiting for your call because they aren’t tied a phone or headset while waiting.
Easier Queue Managementexpand_more
Reducing the number of callers in queue also makes it easier to manage without the pressure of hitting the queue limit or maximum wait time your system might have in place.
Call Tracking Captures the Callback Decisionexpand_more
If a caller opts for a callback, their decision is recorded on the call log and automatically sent to your team for call back. This creates a digital paper trail for each call so your agents can call back those who opted to not wait on the phone in the queue.