CONTACT CENTRE GLOSSARY
Callback
Allow customers to request a return call from an agent at a preferred time instead of waiting in queue.
ONE
What is Callback
Callback allows customers to request a return call from an agent at a preferred time, reducing wait times and enhancing convenience.
TWO
Benefits and Features
1. Wait Time Reduction: Eliminates the need for customers to wait in queue, improving satisfaction. 2. Customer Convenience: Assistance is provided at the customer's preferred time. 3. Agent Utilization: Optimizes agent availability and workload.
THREE
Challenges and Considerations
1. Implementation Complexity: Integration with contact center systems and CRM is required. 2. Resource Allocation: Balance callback requests with real-time agent availability. 3. Customer Expectations: Preferences regarding callback timing must be considered.
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