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Courtesy Callback

Definition

What is a courtesy callback?

Courtesy Callback shortens the number of times callers must wait on hold or in a queue. Agents answering the phone see callers who have remained in line or have been given a callback treatment.

If the caller wants the system to call them back, they must provide their name and phone number.

The option of a Courtesy Callback allows a caller to have their call returned by an agent. This option reduces the amount of time a caller has to wait for an agent to pick up the phone.

Importance of courtesy callback

Courtesy callbacks from contact centers may be highly beneficial to both businesses and customers. Offer a callback service instead of requiring clients to wait in line.

Courtesy callbacks can reduce abandonment rates, faster processing times, and a greater first-contact resolution rate. They can also boost employee morale and consumer satisfaction.

Other benefits of courtesy callbacks in call centers include the following:

  • Increased callbacks result in a higher conversion rate and drive more sales.
  • Courtesy callbacks lower the rate of abandonment
  • Agents and customers who are happier
  • Improved Brand Image
Importance of courtesy callback
Importance of courtesy callback

Courtesy callback best practice

The courtesy callback is no longer limited to calling consumers back on a phone line. It’s a collection of techniques and technology that all contribute to better customer satisfaction and experience.

Make a callback when the time is right. Consider providing a callback straight away. It can result in the most excellent possible customer experience and the most consistent call scheduling.

Avoid duplicate callback requests. An impatient caller may schedule a callback and then hang up, only to call back a second or third time with the same phone number; this results in duplicated callback requests.

To avoid this situation, always check if the caller’s number is already in the queue.

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