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Glossary

What is automatic callback?

Automatic callback is a system that permits a caller or user to request callback when the agents of the call centers are not available. This service helps in reducing call abandonment and increasing customer satisfaction. Automatic callback allow customers waiting in the queue to request a callback and wait for agents to give a back call. When the called extension becomes available, the system attempts a callback. Automatic callback technology, namely, click-to-callback is commonly used by telemarketing companies. By following this method, the number of repeat calls can be reduced and representatives can easily handle the incoming leads.

By choosing automatic callback option, agents of the outsourced call center adroitly handle customer queries and provide best-in-class resolution for the issues being faced by them. These professionals cordially assist customers without any hurry to receive waiting calls in the queue.

Call back technology is a strategic tool for contact centers. Rather than being kept on hold, an automated call back system gives an option to customer to hang up, and later on receive a callback from one of their professionals. Customers can hang up their call in the queue without actually waiting on the phone call. The ‘call back’ will be sent as soon as the agent gets free, or as per the pre-scheduled time. This process reduces lengthy waiting time and lowers the number of customers aborting their phone calls. The process ensures a higher proportion of sales are closed, as the customer feels valued and informed. The service providers offer best-in-class quality of services to customers. Call back creates a better customer experience while creating a positive name of the brand they are working for. Therefore, call back technology helps in decreasing the cost and improving the efficiency of the call center India. This technology also ensures that managers do not need to recruit additional staff to handle flux of customer calls.

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