Customer-Centric Call Volume Management
Give customers the ability to wait in a virtual queue or schedule a callback at a time that’s convenient for them for a better customer experience (CX).
Sitel® Callback reduces time spent in queue, lowers abandon rates and average handle time (AHT) while saving telecoms costs. It also optimises contact centre call curves and agent occupancy during peak call times, supporting your agents and delivering a superior experience for your customers.
Shorter Wait Times
Customers can virtually queue and receive a callback when it’s their turn, or they can schedule a callback at a time that fits their schedule.
Smooth out call volume spikes to improve the agent and customer experience.
Lower Average Handle Team (AHT)
Fewer Abandoned Calls
Both customers and agents benefit from more efficient time management.
Better Customer Experience
With shorter wait times and callbacks built around your customers’ schedule, your customers are more engaged and satisfied.
Sitel Callback offers in-queue virtual hold and scheduled callback functionality based on defined thresholds. By enabling customers to schedule a callback at a time that suits them, call volume is spread across the day, helping to mitigate peaks in demand. By eliminating wait times, fewer calls are abandoned and customers need to call back less often, reducing customer effort.