The Missed Call Alert (MCA) is a service for subscribers which provides SMS alerts for missed calls. The MCA allows you to know that you have missed a call, due to network problems, out of reach situations, subscriber’s phone being switched off, or personal or business reasons. With MCA, the subscriber gets to know who has called and when, and receives all the information needed to return the call. The service brings more value to subscribers by reporting all their unanswered and uncompleted calls.
A callback (also written as call-back) occurs when the originator of a call is immediately called back in a second call as a response.
Customer complaints about queues are a perennial issue for contact centers. Rather than being kept on hold – consistently the biggest cause of dissatisfaction for callers – an automated call back system gives customers the option of hanging up and being contacted later in the day. Customers can hold their place in the queue without having to actually wait on the phone. The ‘call back’ will either be as soon as an agent is free or during an allotted timeframe later that day or a callback at their preferred available time and date, avoiding the inconvenience of waiting on hold. During peak hours when call volumes are high, customers can request for a callback. Then after the agents can revert to the customers and resolve the queries. After the initial interaction, the agent can also schedule self callback in case the customer requests to talk to the same agent in his next interaction. The callback reminder throws message alerts to the agent's screen for reminding about the scheduled callback. Other details such as maximum/minimum callback days and callback retry time can also be specified or modified.
