Home > Return On Investment > Customers Love Callbacks

Customers Love Callbacks

Word of mouth is the most powerful advertising – customers get really excited when they get a callback…and they tell their friends: “…they called me back, I didn’t have to wait on the line, it was fantastic !”

If you give your customers great service, they will tell their friends.

If you give them bad service, they will tell anybody – especially on social networks – very damaging. Excessive waiting in a call centre queue is bad customer service.

  • Mobile callers – For mobile callers, callbacks are a major differentiator, saving them high call charges.
  • Call charges – the caller does not pay for the callback,. And you should save too, compared to freephone charges.
  • No hold – the obvious benefit for the caller.
  • Stress free customers.

The best is to have enough agents to take the calls in a timely manner (within 30s I’d say). Next best is a callback. And bad is asking customers to wait on the line longer than 60s.

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