Automatic callback is a system that permits a caller or user
to request callback when the agents of the call centers are not available. This
service helps in reducing call abandonment and increasing customer
satisfaction. Automatic callback allow customers waiting in the queue to
request a callback and wait for agents to give a back call. When the called
extension becomes available, the system attempts a callback. Automatic callback
technology, namely, click-to-callback is commonly used by telemarketing
companies. By following this method, the number
of repeat calls can be reduced and representatives can easily handle the
incoming leads.
By choosing automatic callback option, agents of the outsourced
call center adroitly handle customer queries and provide best-in-class
resolution for the issues being faced by them. These professionals cordially
assist customers without any hurry to receive waiting calls in the queue.
Call back technology
is a strategic tool for contact centers. Rather than being kept on hold, an
automated call back system gives an option to customer to hang up, and later on
receive a callback from one of their professionals. Customers can hang up their
call in the queue without actually waiting on the phone call. The ‘call back’
will be sent as soon as the agent gets free, or as per the pre-scheduled time. This process reduces lengthy waiting time and lowers the
number of customers aborting their phone calls. The process ensures a higher
proportion of sales are closed, as the customer feels valued and informed. The
service providers offer best-in-class quality of services to customers. Call
back creates a better customer experience while creating a positive name of the
brand they are working for. Therefore, call back
technology helps in decreasing the cost and improving the efficiency of the call center India. This technology also
ensures that managers do not need to recruit additional staff to handle flux of
customer calls.
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