Contact center call-backs are an under-used and under-appreciated technology. The basic concept has been around for decades, but only in the last few years have we learned how beneficial it can be – for both the call center and the caller.
There are two reasons for the renewed interest in call-backs. First, adding call-backs used to require expensive, equipment-based solutions. Thus many call centers were priced-out or scared by the long deployment time. Today, call-backs are within reach for most companies either as part of a “pure cloud” solution (e.g. Five9, InContact, LiveOps,) or as a cloud-based service like Fonolo that works on top of legacy call center platforms. Second, call-backs are an elegant solution for moving a customer conversation between channels, which is a central and growing issue in the contact center industry.
Read on for 5 reasons you should consider call-backs for your call center. Continue reading