Call Your Customers Back Automatically with the Callback Feature

Reduce your abandoned calls rate with callback, a must-have call center feature. If there are any unanswered calls, CloudTalk will automatically call customers back.

You will hear the CloudTalk ringtone when calling:

How the Callback Feature Works

When all agents are busy and the caller cannot reach you, CloudTalk records information on each abandoned or unanswered call. The callback will start to ring relevant groups of agents as a standard incoming call but labeled with a Callback tag. When an agent picks up, the system automatically starts to dial the number of the customer who could not reach you the first time.

Benefits

Increase customer satisfaction

With Callback software, your customers will not have to wait in long queues. Instead, they will wait until an agent contacts them. If your customers get used to being called back, they will respect you even more as a company that doesn’t just leave them on hold for hours.

Reduce abandoned call rates

The Callback feature ensures that you get connected with each caller even if they did not manage to reach you the first time. This will reduce abandonment rates, boost your contact center success and increase your profits.

32% of contact centers registered a drop in abandonment rates after they started using the Callback feature.

Increase productivity

With CloudTalk, callbacks are made very simple. When an agent sees that there is a new incoming call from Callback, he can view the caller’s details along with all past interactions with your customer service – history of calls, orders, tickets, chats or notes.

When the customer receives your call, your agent will have all the necessary information to start a personalized conversation.

Monitor statistics

75% of customers believe that Callback is a very attractive feature. It’s no surprise. CloudTalk’s callback tool enables you to track and monitor the statistics of your callbacks in clear graphs. You can see the number of unanswered calls and callbacks in one place.These statistics will help you make crucial business decisions to improve your customer support service.

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How To Set Up
Callback

#01

Activate Callback by changing the switch into the active position.

#02

Set maximum deadline for Callback. This value determines how long CloudTalk will be trying to reach the client.

#03

Choose maximum number of Callback attempts. You can also select the number of Callback attempts, the minimum being 1 and the maximum being 10. These attempts will be evenly distributed until your selected deadline expires.

How to Add Number
to Smart Dialer

#01

Make sure to switch on “Enable Smart Dialer single-click add?”

#02

Each time the expansion scans a number, you’ll get a suggestion to add it into the Smart Dialer

#03

By accepting the suggestion, you’ll add the number to Smart Dialer queue

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