Callback


Give customers the option of a callback, so they won't have to wait in line

At a glance:

  • Callback helps to prevent queuing frustration
  • Less queuing can equate to reduced telecommunications costs
  • A callback is treated like a customer waiting in the queue
  • Agents can also handle the callbacks at less busy times
  • Callback can be easily turned on or off, or activated only when a specified threshold is reached

 

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How Callback works

In the past, callers had no option but to wait on hold for service from an agent, or abandon the queue by hanging up. The disadvantages of this scenario are obvious. The caller becomes frustrated waiting, calls are lost and the contact center can incur substantial telecommunications costs as they pay for their callers to listen to music while they wait.

With Callback, your customers will never again be forced to wait in queue or hang up in frustration. Callback invites callers to enter their number (if Calling Line Identification is not available), leave a message (who they are and the purpose of their call), and hang up. During the interaction, they are reassured that they will not lose their position in the queue.

Once the Callback has been placed, it advances in the queue as if the caller was still on the line. When the Callback reaches the front of the queue it is delivered to an agent. The agent is presented with details of the caller. The message the caller left at the time of requesting the Callback is played back to the agent, and that call's 'history' is presented to the agent.

The agent can then choose either to replay the message, or dial the number. When they click the Dial button, the system automatically dials the caller's number.

The Callback is treated as if the caller is still in the queue. Agents can see the total number of calls waiting, as well as the total number of Callbacks in the queue.

Callback is flexible and configurable by queue. Contact center managers can schedule Callback, turn it on and off as they choose, or activate it only when a predetermined threshold is reached.

Callback can also act as an answer phone after hours. As soon as the agents log on in the morning, the callbacks are immediately presented to the agent for service. This call delivery function is automated. No mailbox needs to be cleared and calls don't have to be requested.

Benefits of Callback

  • Being called back by an agent is more convenient for the caller, because they can do other things instead of just waiting on the line
  • While callers can feel completely confident about leaving their Callback request, contact center management and agents are also able to use Callback to manage traffic peaks and staffing lows
  • Callback dramatically reduces the number of abandoned calls - the caller has a choice to leave a Callback request, rather than just hanging up
  • Using Callback for after-hours service ensures that more calls are captured, which results in higher contact center productivity
  • Contact center telecommunications costs are dramatically reduced, because callers are not physically waiting in the queue and incurring costs
  • Callback can be used on an as-needed basis, to support agents and ensure as many calls are answered as possible
  • At callback time, all the information is presented to the agent and the system automatically makes the call

Features of Callback

  • Callback gives administrators and agents complete flexibility and visibility of configuration and operation
  • Callers can be offered Callback during the queue progress announcements
  • The call retains its place in the queue and is automatically delivered to the first available agent.
  • The caller's message is automatically played to the agent
  • The agent is presented with a screenpop with caller information
  • Callback can be used to capture calls outside the contact center operating hours
  • Callbacks that are unsuccessful can be automatically rescheduled for delivery
  • Up to 256 Callbacks can be left in the system at any one time
  • Wrapup codes are available specifically for Callback calls
  • Callbacks that have been attempted multiple times with no success can be deleted
  • Administrators can run a report on all Callback calls
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