From calling back your customers when an agent is available (instead of waiting on hold) to offering callbacks as a channel to contact your company, Acqueon Callback offers many options to improve customer service and make it more predictable.
Iron out traffic surges by shifting calls and scheduling customers to be called back as-soon-as an agent becomes available, or later at a more convenient time. Flatten call spikes while reducing telecom costs by flipping toll-free calls to less expensive outbound ones and reduce abandons.
End customer frustration by not having to wait on hold. When you take callers out of a queue, you give them back their time, the one thing they value the most when it comes to good service. Besides, it reduces agents’ stress, enabling better and faster conversations.
Leverage callbacks to help your customers on the web or mobile. A callback button on your webpages or mobile app captures requests for assistance along with their context to route them to skilled agents. Acqueon Callback lets you drive digital service adoption and reduces blind escalation calls to your contact center.
Acqueon Callback works in tandem with Acqueon Campaign Manager. It lets you define the workflows for handling callback requests including confirmations, notifications, and retries of missed callbacks. But that’s not all. Acqueon Campaign Manager lets you optimize the allocation and scheduling of callbacks resulting in lower average handling times (AHT) and improved first call resolutions (FCR).