Call Back Feature

Call queue callback is a feature that allows a caller in a queue to request a callback from the next available agent. This feature holds the caller’s place in the queue until an agent is available. In a Call Center environment it has been shown that implementing this feature can:

1. Lower abandonment rates,
2. Reduce hold time improving the client experience,
3. Reduce call spikes, and
4. Decrease handle time as customers aren’t complaining about being kept on hold.

Configure the Settings in the Manager Portal

1. Log in to the Manager Portal with a scope of Call Center Supervisor or above and select Call Queues.
2. Double-click the name of the queue to which you want to add the feature.
3. In the Edit New Queue window select the Pre Queue Options tab.
4. Set Allow Callback to Yes. Press Save to continue.
   

Call Flow

With this feature enabled a caller to a queue is presented with the following options; if all agents are on a call.

Note: The Call Queue Callback Prompt will be presented after the Ring For Timeout has been reached.

1. The caller calls in and waits for Queue Ring Timeout is reached.
2. The caller is asked to leave their call back number and save their place in line or to continue waiting.
3. If the caller chooses to leave their number they will be asked to confirm the number and told they will receive a call from the next available agent.
4. When an agent becomes available they are notified that they are going to be connected to the caller that requested the callback.