Because Direct Response is prone to peaks and valleys of volume, one of the biggest challenges is keeping hold times down and caller satisfaction high. We’ve developed a Call Back Request system to offer for our clients who are generating very high volume. The Call Back Request feature can be used alone or in conjunction with the IVR to give callers options other than holding.

Benefits:

• Decreased Hold Time
• Customer Satisfaction
• Increase then number of interactions given to the BEST agents on your program by spreading the calls over time.
• Increase total connects, reduce abandoned calls. 

How It Works:

• The Call Back feature is incorporated into the On Hold/Queue Messaging cycle “We apologize for your wait. You may continue to hold for the next available sales representative, or if you prefer, press 1 to request a Call Back.” 
• Once the Caller enters their preferred call back number, that call goes into a Call Back Queue. As soon as the appropriate sales representatives are available, they can begin making call backs.