Call Centre Solutions: The Callback System Explained

We all know the frustrations that can come with contacting a call centre, with the inevitable ‘hold’ that awaits, as the queue slowly filters, and if you’re very lucky, you actually get to talk to a human being. Sadly, far too many callers have a negative experience when using a call centre and this does nothing to improve customer relations. Fortunately, we now have a system that allows the caller the option to schedule a callback, if they so desire, or they can remain in the queue. The system offers callers the choice, and with many opting for the call centre to call them back, this greatly reduces the queue times, making everyone happy.

Telephony Platform Compatible

This callback system integrates with almost every telephony platform and for more information, check out, who happen to be one of Australia’s leading communication providers. Their tailored services include data & call centre solutions, plus they provide all kinds of cloud-based services for effective business communication across the board.

Callback System Features

The callback system offers many powerful features, which include the following:

  • No additional licences required.
  • Fully customisable.
  • Customisable audio prompts.
  • Estimated Wait Times (EWT) can be orally delivered to the caller.
  • Caller can select a callback time.
  • Multiple callback configurations.

The system can be configured to suit the client, and once the system is configured and running, queue times are significantly reduced.

System Integration

The callback service integrates with the client’s telephony platform via the SIP Trunk, and when a callback request is received, the caller is transferred to the callback service. The callback system then verifies the caller’s number and retrieves the queue statistics automatically, and this data is used to schedule the callback. The callback data is stored on the callback server, and when the callback is made, the customer is then transferred to the telephony platform, and all of this is done automatically in the background, keeping things running smoothly.

The Customer is in Control

Using the callback system means the caller ultimately decides whether they wait (based on the EWT) or whether they schedule a callback, and this convenient service allows the caller to decide. If you would like to know more about callback services, search online for a business communications provider and they would be able to demonstrate how the system works.

Boost your Customer Calling Experience

It is often the case when a company is completely unaware of how long their customers have to wait when using the call centre, that is until customers start to post on social media, asking if others are experiencing the same frustrations. That is when your image takes a big hit and before you know it, your company’s reputation is tarnished.

Of course, the obvious solution is to install the callback system, which operates automatically, and when the customer chooses to receive a callback at a specified time, the system integrates this and puts the caller in touch with an agent.