Automatic callback is a feature of an IVR system that allows a caller to choose to be called back rather than wait on hold in the phone queue. When an agent becomes available, the system will call the customer and when they answer, they are connected to the agent. Some IVRs also offer the caller the option to set an appointment, so that they receive the callback at a time they designate. Call centers can configure this feature to be offered to callers when the hold time reaches a certain threshold.
Automatic callbacks can have a positive impact on the customer experience by giving callers the option to not wait on hold for a long time. Therefore, companies that use this feature typically see an increase in customer satisfaction, as well as a positive impact on their abandon rates and average wait times. Automatic callbacks can also affect the bottom-line, specifically by lowering telecom charges. After all, telecom charges accumulate for every second a caller is in the IVR. Customers who use automatic callbacks disconnect and therefore stop the clock on phone charges.
In today's experience economy, offering automatic callback is just one more way businesses can acknowledge the value of their customers’ time and position themselves as easy to do business with.
