Customers demand low-to-no hold times. Meanwhile, call centers are evaluated on timeliness. With expectations and operations coming to a head, many telephony platforms are promoting callback as a quick and easy, no-fee, built-in remedy.
Many brands find out shortly that these “out-of-the-box” callback features require additional costs and resources to implement, are limited to the voice channel, and lack visibility into their contact center configuration. For many, it makes matters worse, as calls are routed to some place unknown, and callers are shuffled, skipped, or dropped.
Out-of-the-box and built-in definitely sound appealing. But the real costs are high when you consider taxing development resources and a steep decline in agent performance.
Download this doc to explore the pitfalls of a free callback solution, and what you’re missing out on by going with out-of-the-box.