Automatic Callback

Explanation:

Automatic Callback is a feature that allows customers who are waiting in a call queue to opt for a callback instead of waiting on hold. This feature improves customer experience by reducing wait times, and it ensures that customers are contacted when an agent is available, rather than requiring them to stay on the line.

Best Practices:

• Offer Callback Option Clearly: Make sure customers are aware that they can opt for a callback instead of waiting in the queue, and clearly explain the process.
• Set Callback Time Expectations: Provide an estimated callback time to ensure customers know when to expect a return call.
• Monitor Callback Volume: Track how often customers use the callback feature to ensure that resources are appropriately allocated during peak times.
• Use for High-Volume Periods: Implement the callback feature during peak times to prevent excessive hold times and reduce customer frustration.

How Daktela Can Help:

Daktela's automatic callback functionality allows customers to request a callback while waiting in the queue, helping to reduce hold times and improve customer satisfaction. The system automatically places customers in a queue for the next available agent, ensuring that calls are returned promptly. Daktela's real-time reporting helps track callback requests and ensure that SLAs are met, providing businesses with the tools to manage customer expectations.