How does SmartCallback call centre technology

When an agent logs a callback request and time, they typically do this via the SmartCallback web interface, but they could also make a request by email or text. At the time of the scheduled callback, the agent receives a prompt to access the customer profile so that he/she has all the relevant information to hand. The agent then simply clicks for the call to be made, and SmartCallback triggers and presents the call.

This information is then captured as part of an individual or team report. Team managers can then see which callbacks have occurred, which have failed and the reasons why. Further callbacks can easily be scheduled as required. The service promotes both accountability and optimised agent performance, which helps explain why it was pioneered as a call centre technology.

It's a simple, cost-effective way to ensure real customer focus whilst maximising the efficiency of agents. The service also includes web-based SmartClick2Call which lets customers request a callback.

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It's much more than call scheduling
It prompts and presents calls
It ensures you keep your customer call commitments
It improves team and agents’ performance, and morale
It improves team focus and performance
It improves customer confidence and satisfaction
It saves cost by helping you to minimise AHT
Live reporting ensures you spot and address areas of weakness on the go
Download the SmartCallback PDF