Setting the Offer Threshold

Depending on the strategy that your company chooses to implement, the offer threshold can either trigger a callback offer directly on your ACD, or it will determine when calls will be sent to Mindful for a callback offer. We recommend setting the offer threshold as low as possible, meaning callbacks should be offered even when hold times are short. Although utilization rates may be low at lower hold times, callback can limit abandons at all times.

Offering a Callback

When offering a callback on your IVR, first state that a callback is an option prior to any announcement of wait time. Then, announce wait time and quote a reasonable expectation of how long the wait may be, even if it is vague. For example, in the case of longer wait times, you may state, "Current wait time is longer than 10 minutes." Then offer the option of a callback or to be placed on hold.

Using ANI Recognition

We recommend using ANI recognition for the callback number. This simplifies the interaction for your customers. For more information on how to enable this feature, see Announce ANI in the Reference section.

Offering Second Chance Callback

When queue conditions are conducive, offer second chance callback on your IVR at an interval of your choosing, such as 2 minutes, 5 minutes, or 10 minutes. Second Chance Callback can increase the take-rate of callback offers and lower the abandon rate in your call center's holding queues. For more information on how to enable this feature, see Offering Second Chance Callback in the Best Practices section.

Maximizing the Chance of a Successful Callback

When callbacks are successfully completed, a high-quality experience is ensured, and callers are more likely to use the service again. To accomplish this, we recommend the following best practices:

• Send a confirmation SMS and a reminder SMS of the upcoming call. For a step-by-step guide on how to enable this feature, see Getting Started With Callback Notifications.
• Include the Caller ID number that will be calling the customer back so it can be whitelisted and not listed as "Unknown." For more information on how to enable this feature, see Callback CID in the Reference section.
• Include the brand name for the callback. This can be configured using audio files. For information regarding this, see How to manage audio files.
• Attempt to reach a caller 3 times, with each retry at least 5 minutes apart. For more information on how to enable these features, see Retries and Retry Delay in the Reference section.