That Free Callback Solution Costs More Than You Think

Many telephony platforms have caught on to the trend that customers actually don't like listening to hold music—and they started adding built-in callback features as a simple, no-fee remedy that could make all those hold times woes *magically* disappear. And, since we all like getting more bang for our buck, it sounds like a dream…until it isn’t. Enterprise brands with complex call centers soon realize that these out-of-the-box solutions really aren’t as plug-and-play as they seem. They require additional costs and resources if you want to implement them correctly, they only exist in the IVR channel, and they can throw a wrench in call flows and contact center configurations. We hate the idea of callback getting a bad wrap, so we put together a list of what “free” callback actually costs you, and what you should look for in a real-deal customer callback solution. This episode has been adapted from our article, “The Hidden Cost of a Free Callback Solution." We also mention our Connecticut DOL case study in this episode. Still hungry? Let us know what you think on Linkedin or by emailing [email protected]. Hear more at getmindful.com/podcasts/