Effortless Callbacks: A Smart Alternative to Keeping Callers on Hold
How much do you dread calling a business only to be left on hold for what feels like an eternity?
The repetitive message assuring you that your call is important seems increasingly insincere with each repetition.
However, in the past year or so, a new trend has emerged: the option to select a callback rather than waiting on hold. And guess what? Companies are actually honouring these requests!
This feature is gaining traction, particularly in sectors like healthcare and financial services, where long hold times have been the norm. But it’s not just for large enterprises; smaller businesses can also implement this feature by ensuring it’s included when they choose their telephony supplier.
One of the biggest causes of callers being held in a long queue is a complicated and confusing call flow:
Here’s how the callback process works:
- Caller Initiates Contact: When a caller rings in, they’re presented with a menu of options.
- Select Callback Option: One of these options allows the caller to request a callback, preserving their place in the queue.
- Hang Up and Wait: After selecting the callback option, the caller can hang up and go about their day.
- Automatic Callback: When the caller’s original position reaches the front of the queue, the system automatically calls back the number used for the initial call.
- Connection to Agent: Once the callback is answered, the caller is connected to the next available agent.
This simple yet effective system improves the customer experience by reducing frustration and wait times.
If you’d like to learn more about implementing automatic callbacks in your telephone system or if you have any questions about your telephony needs, please click to get in touch.
August 2024
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