With Mindful’s Intents capabilities, agents can schedule callbacks on behalf of customers.
![schedule a call back schedule a call back](https://cdn.dribbble.com/users/991154/screenshots/5374301/media/191c7f84f000a843066b340e35c51179.png)
Callback requests are for agents, not just customers If it is, the system will inform the caller that they already have a callback in the system, and will not allow them to request another callback until the original callback is made. To prevent this type of scenario Mindful offers a feature that checks to see if the number the caller entered is already waiting to be called back. This results in duplicate callback requests, fills up the queue and artificially inflates the call volume.
![schedule a call back schedule a call back](https://fonolo.com/wp-content/uploads/2017/09/Scheduled-Callback-via-Web-Rescue-1-459x228.jpg)
An impatient caller may arrange a callback and hang up, but then for some reason call again to arrange a second or even third callback to the same phone number. Our clients experience an increase in completed callbacks when clients use these automated text reminders. You can also employ automatic text notifications to remind the customer the callback is coming. Mindful allows you to customize not only how many times the system retries the customer, but also how often in between each try. Automatically trying the customer in a few minutes will improve the caller experience. It’s not unusual for a customer to become unavailable to answer their phone when the callback occurs. Retry and reschedule for missed callbacks Mindful also allows customers to check the status of their callback time through automated SMS text responses.
![schedule a call back schedule a call back](http://ww1.prweb.com/prfiles/2013/06/06/10810157/ginny-landscape-path.jpg)
Using a range instead of a specific number sets a softer expectation of when the customer will speak to an agent. The best practice is to communicate a range of estimated wait time. Callbacks may not occur at the exact moment the customer expects. When a caller hears their estimated wait time to speak to an agent they’ll expect that callback to be on time. By offering future options you make sure customers are served and reduce your future repeat call volume.
#SCHEDULE A CALL BACK PLUS#
Plus customers can schedule through the SMS text and web channels using our low-code widget. You can set the times and volume of calls scheduled through your Mindful UI. Instead of telling just the caller to “Please call us tomorrow,” Mindful allows callbacks to be scheduled up to a week in advance. This means you can offer a scheduled callback even if your contact center has closed for the day. Mindful offers the capability to customize how the system treats inbound calls. Make it an option outside of service hours This can lead to the best customer experience and most predictable call scheduling. You should even consider offering it right away before any hold time is even announced. Historically we’ve even seen a 22% opt-in rate for callers who were offered a callback with a wait time of only a minute or less. A good rule of thumb is to offer it no later than 90 seconds of hold time. To ensure the best customer experience, you should offer a callback as early in the call as possible. Use your Executive Summary or your callback filters and search to get a better idea of queue times. But, or more complex issues and hour or more might be best. For some 30 minutes is enough of a window. This varies depending on your contact center. The close time should end early enough to allow the callbacks to be made before service hours end. You can designate an “open” and “close” time for when the callback option is automatically offered.
![schedule a call back schedule a call back](https://www.intowindows.com/wp-content/uploads/2015/06/Schedule-a-call-back-from-Microsoft-in-Windows-10-step5.jpg)
Offer callback during the right timeįor better efficiency and customer experience (CX) you should set callback times when the queue is staffed for each day of the week in your Mindful Call Target settings. Here are 10 ways a modern callback solution like Mindful should work for you. It’s a whole set of practices and supporting technologies that each lead to a better customer experience. Callback isn’t just calling customers back on a voice line anymore.