Our Focus

At Customer Direct, we help your brand build customer loyalty and retention by improving every aspect of the customer experience. One factor that can undermine customer experience is to force your customer to wait on hold to speak with an agent.

A long wait time can be a major dealbreaker. According to a Google survey, 60% of customers think that a one minute hold time is too long to wait. It’s true— and in this world of instant gratification, who can really blame them? So what can you do to reduce or eliminate their wait time altogether?

Learn how implementing a customer call back feature can reduce customer wait time, increase the lifetime value of customers, maximize agent productivity, and overall improve your brand image.


One of the many exciting technologies that Customer Direct offers is a virtual callback option. This feature is designed to improve customer satisfaction by providing customers with the option to place a virtual hold in a call queue. Callback enables your customers across web and mobile touchpoints to submit a callback request from the next available agent on any phone number of their choosing.

Virtual queuing allows the customer to carry on with whatever else they need to do while still receiving the best care in the most efficient amount of time as possible. It says to the customer, “We respect your time”, and is the sincerest “Thank you for your patience” you can offer. The result is a truly integrated omnichannel callback experience!


Recent data shows that providing the callback feature creates an overall better customer experience which, in turn, significantly reduces abandoned calls! Just take a look at the metrics below:

  • Up to 75% of customers prefer the callback option as opposed to waiting on hold
  • Our clients who have implemented the callback feature have experienced reduced customer call abandonment rates by up to 30%
  • Our clients have seen a 5% improvement in customer satisfaction rating

By giving your customers the option of the callback service, your satisfaction ratings go up, and your service becomes much more effective.

Finally, automatic callbacks can also affect your bottom-line cost, specifically by lowering telecom charges that accumulate for every minute a caller is on the line; therefore, customers who choose automatic callbacks disconnect and, in turn, stop the clock on phone charges. This can also maximize agent productivity, giving you the most bang for your buck.


In today’s world, everyone is busy, and their time is incredibly valuable. Outsourcing customer service to a call center with callback software like Customer Direct can be a meaningful way to communicate to your customers that you not only value and respect their time, but that you appreciate their business. We want to help you convey that message.

Through our intelligent, unified suite of applications covering a wide breadth of call center software, we can provide a holistic callback solution capable of elevating the customer experience for a company of any size.

Our capabilities include:

Omnichannel Routing – Routing of inbound calls so that our agents can productively and positively interact with your customers across IVR, web, voice, email, chat, social media, and mobile touchpoints.

Advanced Software – Cutting-edge, automating technology that eliminates mundane tasks and speeds resolution time on customer issues for better business outcomes.

Superior Customer Care – We work as an extension of your team. We have the capability to support customers across a wide variety of industries and needs such as central reservations, tech support, sales order processing, and more.

Analytics – Turns insight into results with solutions that include reporting, interaction and phone call volume analytics, customer surveys, and performance management.

Contact our contact center about implementing the callback system for your business today!

50 Customer Service Tips Download Cover

50 Tips To Make Your Business More Personal

Check out our Business is Personal Field Guide, with 50 tips to improve your customer service experience.