What are the Benefits of Queue Callback? 1. If the customer doesn’t respond after a certain number of recall attempts, the call is marked as ‘abandoned’ or ‘not answered’. The number of recall attempts and the timeframe between them may vary based on the pre-defined parameters set in the call center. If the caller doesn’t respond, the agent hangs up, and the calling attempt is initiated again after a certain amount of time. Once the agent becomes available, they tap the notification to accept the callback and initiate an outbound call to the caller. Once the queue callback feature is enabled, customers’ incoming calls are placed in the call queue.īased on certain pre-defined conditions, such as when the number of calls in queue (NCQ) exceeds the limit you set, a caller may be offered to request a callback, rather than having to wait in queue for a call center representative to become available.Īfter a caller opts for a callback, they can hang up, while the phone system automatically retains their phone number and place in the queue, and creates a notification in the agent panel. Queue callback is a common feature of contact center solutions intended to provide customers with a better experience. Incoming callers typically request a queue callback, if they don’t want to stay on hold in a long call queue.īook a Demo How Does the Queue Callback Feature Work? When queue callback is enabled, callers waiting in queue are given the option to save their place in the queue and request being called back once an agent becomes available to handle their call. Queue callback (QCB), also referred to as an automated callback, callback queue, or virtual hold, is a queue management feature – often part of Interactive Voice Response (IVR) systems – widely used in call centers to effectively manage incoming customer calls. Since waiting on hold is one of the biggest frustrations for consumers when calling customer support, queue callback has become an essential feature of today’s call center software tools.
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