What is automatic callback in a contact centre?
Automatic callback, commonly known as callback, is a feature in contact centre environments that enables customers to request a return call from an agent or the contact centre at a later time, sparing them from waiting on hold in a queue. Automatic call back is a valuable tool that aligns with customer-centric service delivery and efficient resource management in contact centre environments
When customers opt for automatic call back, their request is recorded, and the system automatically dials their number when an agent becomes available or at a specified callback time.
The automatic callback feature in a contact centre provides many benefits. Firstly, it significantly enhances the customer experience by reducing frustration and wait times, leading to more positive interactions. It also contributes to efficient resource allocation, as agents can manage other tasks while customers wait for their scheduled callbacks, thus optimising productivity. Callbacks also assist in workload management, preventing call overflow and maintaining consistent service levels, as well as minimising call abandonment rates.
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