Manage call volume and minimize customer frustration with On-Premise Callback.

The number one frustration customers express is long hold times. Despite appropriate planning and forecasting, contact centers regularly experience unexpected influxes in contact center volume. This leads to your customers becoming frustrated as they wait on hold.

With On-Premise, you will relieve customer frustration and avoid losing potential revenue by giving your customers control over their customer journey without harming contact center efficiency.

77% of customers say that valuing their time is the most important thing a company can do to provide them with good service.

Allow your customers to gain control of their relationship with your brand

• Save your customers time otherwise spent on hold
• Make each individual customer feel valued
• Align the appropriate resources specific to your customers' defined needs
• Improve average Speed of Answer (ASA), Abandon Rate, and SLAs
• Improve customer loyalty and your Net Promoter Score (NPS)
• Integrate into existing single or multi-vendor contact center infrastructure
• Mitigate negative impact of unexpected peaks

Flexibility

The On-Premise Callback application can be used in different ways for maximum flexibility:

• ASAP callback holds the caller's original place in a virtual queue, allowing them to hang up rather than wait on hold.
• Scheduled callback gives callers the option to schedule a callback at a more convenient time.
• After-hours callback captures and automates after hours requests