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Callback technology in the call center can make or break your reputation when it comes to offering the best customer experience. If implemented incorrectly, it can be a huge turnoff, resulting in lost business, lost revenue, and worse, lost customers. Callback technology can be a great tool if it’s used properly, but it comes down to configuration.

What callback technology does is eliminate the need for customers to wait in a queue for a customer representative. If there is an usually long wait time for customers, they may opt to have an agent call them back instead of holding the line, resulting in no wait time and a much more pleasant experience.

Not every call center has deployed this technology, but its benefits are not to be ignored. Callback services can offer a greater level of customer retention, increased agent productivity, improved center efficiency and reduced toll charges.

If choosing to deploy this helpful tool, managers should take into consideration how their callback solution is configured so that customers are coming away with the most positive experience.

Excessive customer effort has been proven to decrease levels of satisfaction and loyalty, so it is best to make the callback process easy for the customer. In the case of callbacks offered via the Web or mobile app, the customer will have to fill out a pre-callback form to submit the callback request including the phone number to be called and when the call is desired.

8x8 (News - Alert) offers a Virtual Contact Center solution that allows users to create an optimistic callback encounter. Using the Outbound Phone Codes feature, agents can apply an appropriate caller ID for each outbound call and also track the purpose of each call. Metrics are also available to track volume by channel and agent.

8x8 offers four simple steps to configuring the solution for the best experience:

• Define multiple outbound phone codes
• Associate each code to a phone channel (Caller ID option)
• Select an outbound phone queue for routing
• Assign these codes to agents

Getting contact center service right makes customers feel valued and encourages loyalty. Callback technology is a useful tool in helping contact center managers to achieve a higher level of customer satisfaction.

By taking control of incoming calls and communicating with customers better, it provides customers with a sense of empowerment.