Craig Borowski (Research Associate at Software Advice, that offers call center software comparisons) in his survey data outlines the reasons why should a company offer callback instead of making customers wait on phone impatiently. 63% of respondents prefer call back instead of waiting on phone. 43% of them expect a callback within half hour whereas 25% said it does not matter when the call was returned. Thus three measures to eradicate the problems are: Introducing an intelligent call back system such as Virtual Hold Technology (VHT). Allowing the use of applications like FastCustomer and help it to navigate the IVR. The best solution possibly would be to launch a new phone system altogether. If callback emerges as a growing technology it will eliminate the frustration among the customers of waiting long and increase customer satisfaction and call center productivity. Read more at : http://inovasolutions.com/blog/post/contact-center-callback-services-are-improving-customer-service.