"Please continue to hold - your call is important to us" is the frustrating but all too common phrase customers hear when they call an organization during busy times. With Nortel Call Back, however, customers may disconnect immediately and be called back by service representatives without losing their place in the queue. Valuable time is given back to callers as wait-on-hold time is eliminated and with the scheduled call back option, customers have complete control as to when and at which phone number the call should be returned.

• Reduce call abandonment by offering the customer time saving options during busy or peak periods.
• Lower telecommunications costs for toll-free calls by avoiding your company’s cost per minute per call that customers would generate if they continued to wait in queues listening to music.
• Optimize agent resources with improved call management during peak traffic times.
• Improve customer satisfaction and maximize convenience by offering the caller more choice and control.
• Improve staff morale and performance by increasing agent interaction with contented customers rather than angry callers who, after waiting for several minutes, often vent their frustration on agents.