Decrease Hold Time for Your Callers by Offering Callbacks

Callers don’t like to wait on hold, so show them you value their time by offering a callback option. In addition, callbacks minimize call abandons, increase caller satisfaction, and help build trust with your clients. By limiting unexpected surges in call traffic, callbacks also help reduce agent stress.

Amtelco’s ACD Callback feature offers convenient features to fit your workflows:

• Offer callbacks during an auto-answer greeting or before the call goes to an operator.
• Add a customized greeting, such as “Thank you for calling Blue Sky Group. Press 1 to request a callback.”
• Ask for a callback number if it differs from the number they’re calling from.
• Request a specific date and time for the callback.
• Enter multiple callback requests in a single call.

As soon as an operator is available, or at the specified date and time, the operator receives a dispatch request that includes all relevant information about the call displayed on the dispatch template. With everything they need already in front of them, the result is a faster, smoother interaction for both the caller and operator.

Ready to set up callbacks? You’ll find more information on TechHelper, Amtelco’s online customer support resource. View the Behaviors Supervisor Reference Guide for information on setting up the ACD Callback behavior.