No one likes waiting. Sometimes you need to solve a problem on the phone and you have to wait hours while listening to a not-so-pleasant song when you have so much to do during your day. 

Well, when you need to call PhoneBox customer service to request something you were not able to do by yourself by logging into your account, you won’t have to wait in line. We have a callback function!

But what is Callback?

The Callback feature is a call center technology that allows the caller to choose to be called back so they don’t have to stay on hold in the queue till an agent becomes available to answer. 

If you call PhoneBox, after selecting some numbers to inform us in advance what you need, you will be redirected to wait in the queue. There you will be given the option to request a callback if the line is busy and we have no available agents to pick up at the moment. All you need is to give us your number. After this, the call will be terminated and you can do all your duties and tasks.

When a PhoneBox agent is available, and your phone number reaches the front of the queue, the system will dial your number and when you answer, you will be connected to a designated support agent. 

How the callback function improves the customer satisfaction?

By making a brief research is already possible to prove that automatic callbacks have a positive impact on customer satisfaction.

Statistics say that 63% of customers prefer a callback option rather than waiting on hold. This study by Software Advice also shows that 50% of people said they’d be willing to wait up to 5 minutes on hold before preferring a callback and nearly 50% expect their call to be returned within 30 minutes. 

Other metrics show that with the callback function, customers get less impatient or frustrated, so it reduces the abandoned calls. Recent data says that companies have seen a 5% improvement in customer satisfaction ratings.

We care about people!

For PhoneBox, providing the callback function is a way to show that we value our customer’s time. Customer convenience is one of our priorities in this company and we are striving to improve the customer experience at every touchpoint. 

Also, we are a company that cares for our staff’s well-being. We know that the call-back feature ensures that our agents provide knowledgeable and personalized service every time, without rushing and making mistakes due to stress from long calls. This way, they can also offer better customer support for you.