Customers call a toll-free number. Instead of waiting on hold, they're told they can leave a message. When they have time, agents listen to the messages and manually call customers back. Customers have to repeat everything to the agent. Frustrating.
Customers call a toll-free number, but this time they can hang up while the system saves their place in queue. When it's time for the customer to get a callback, the agent's phone rings first. The agent has to listen to messages, then try and get the customer on the line--increasing the time they spend on the phone. Totally inefficient.
Customers click a button on a web page. If someone is available, the customer might get a call right away. Cool. But the callback comes from a dedicated group of agents who have been assigned to handle web requests. They may need to transfer the customer to somebody else because their skills are narrow. And if no agents are available to talk right away, then customers are sent to the toll free number to wait on hold and start all over again.
Customers call a toll-free number or visit a web page. If wait times are high, they can request a callback, and all the information collected about the customer is passed along with the callback request. The customer receives a call when it's their turn, and when they're ready to speak with someone, the system gets an agent on the line. Simpler and more efficient for both the customer and the contact center.
Customers decide they need to speak with someone while visiting a company's web page or mobile app, interacting on a social network, making a phone call, or even while watching TV. Wherever they are, they can see the wait time and request a callback. When they receive their callback, they don't need to repeat information they already entered. It's a consistent, respectful experience available across all customer service channels.