Helping to improve the customer wait time experience for call centre queues
Automatic Callback and Virtual Hold technology is a feature of your ACD that enables customers facing long wait times in your queue (on the rare times that would happen...) to request a call back when the next available agent is ready rather than staying on hold.
Depending on your call centre platform, it can be an add on feature or you can engage suppliers who offer cloud solutions that simply integrate with almost all call centre technology platforms available. The point being, it's nice and easy to implement!
The automatic call back feature essentially enables the customer to hold their position in the call centre queue and when their call reaches the top of the queue, the ACD then makes an outbound call to connect the call centre agent to the customer.
It's now becoming an expectation for customers who would rather get on with their life rather than have to have a phone stuck to their ear waiting to get through to your contact centre. Whilst it's not as ideal as ensuring the phone is answered to meet customer demand, there is typically a higher customer satisfaction score when customers are able to access the feature so if you don't already offer it, it's worth seriously considering!
You can learn more about Automatic Callback and Virtual Hold technology on our CX Central Glossary or reach out to one of the suppliers below who will be able to assist you directly.
Search Call Centre Automatic CallBack & Virtual Hold Technology suppliers: