By Michael Haisten

Enterprises that decide to offer a callback option enable their customers to avoid quite possibly the most frustrating problem with call centers, excessive hold times.  In cases where the callback option is presented via the company’s website or mobile application, customers are also able to skip navigating an Interactive Voice Response (IVR) system, another frequent source of frustration.    By allowing customers to choose whether they want to wait on hold or receive a callback at a convenient time, enterprises are providing a sense of empowerment which results in increased levels of satisfaction and loyalty.

On the other hand, the enterprise is able to more evenly spread its demand throughout the day.  Agent productivity and service levels are improved by shifting calls from busy periods to the slowest periods.  Idle time in the call center is reduced.  Callbacks also reduce the number of abandoned calls which can increase sales and revenue.

So how is callback technology best implemented?  Here are some rules of thumb, many of which are slightly modified concepts from regular inbound calls. Continue reading →