Callback

Q: When should you make a customer callback?

To ensure the best customer experience , you should offer a callback in a call as soon as possible, so the customer doesn´t get irritated or frustrated .

Never miss an opportunity to provide excellent service. Automatically redial any missed or unanswered calls and distribute them across available agents evenly.

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Never miss a call.

Customization

Create rules for how often callbacks are attempted and which groups or agents will be rung.

Call Tagging

Automatically tag missed calls with “Callback” and ring relevant agents when they’re available.

Convenience

Save customers’ time by not letting them wait on the line and getting back to them as soon as you can.

"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."

Nelly Donnelly Service Delivery Manager

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"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."

Yohann Bensadoun Global Supply Growth

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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."

Frederico Lopes Head of Customer Service

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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."

Elay Sasson Call Center Manager

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Call Queuing

Automatically distribute calls to relevant agents based on customer status, technical skills or business needs.

Voicemail

Maintain a personalized customer experience outside of business hours or when your team is busy with other calls.

Call Transfers

Transfer calls to internal or external contacts in a click, with the option to explain the case to your colleague first.

Turn your CloudTalk into a much larger and powerful tool

Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.

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Have questions?

What is the Callback function?

The callback function allows agents to call customers back according to their availability and queues. It also saves customers the trouble of waiting on hold. With the callback function, customers are offered an alternate time for a callback that works for them, which makes it possible to speak with an agent without having to put their lives on hold.

How do Callback numbers work?

The callback system retains the caller’s phone number and places it in the call queue. The system automatically dials the retained phone number and connects to a specific agent or department.

What are the benefits of Callback?

Some of the benefits of the callback function are:

– Decrease in call abandonment rate
– Cost-effective
– Increased inbound leads
– Higher first-call resolution
– Shorter call duration

When should you make a customer callback?

To ensure the best customer experience, you should offer a callback in a call as soon as possible, so the customer doesn´t get irritated or frustrated.

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