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Callback Queue

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Consumer Opinion Services

What is a Callback queue in Contact Centers?

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Callback queue, also referred to as automated callback, is a feature of IVR (interactive voice response) systems. It is used by contact centers to give callers the option to save their place in the call queue and receive a call back when an agent becomes available. Some IVRs also let the caller pick a callback time, allowing them to choose what time they receive the callback.

Most customers dislike waiting in call queues and may get disgruntled if left in the queue for long. A callback queue can help avoid this, improving customer experience and reducing the call abandonment rate within the contact center.

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How does Queue Callback/Automatic Callback work?

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Once the Queue Callback feature is integrated into the call center’s computer telephony system, customers’ incoming calls are placed in queue until an agent is available to respond. Instead of waiting in queue, the IVR can give them the option of requesting a callback. The recorded message may be something like “press the star key on your keypad to request an automatic callback”. Once a caller opts for the callback, a notification is created and the customer is added to the callback queue. When the agent is available, they click on the notification to place a callback to the customer.

Why should Contact Centers implement the use of Callback queue?

There are many benefits of having a callback queue. Automatic callback ensures that customers who prefer receiving a call later than waiting in queue have the option to do so. Companies that use this feature tend to see an increase in customer satisfaction and a reduction in abandonment rates.

Additionally, this feature helps contact centers save on call charges as they don’t need to pay for every minute the caller is in queue. Queue callback’s virtual hold does not have charges.

The queue callback feature also increases a contact center’s call response rate and helps agents focus on their current interactions without worrying about the customers that are on hold.

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Ways in which Contact Centers can use Callback Queues to Enhance Customer Experience

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FAQs on Callback queue

Answer: When customers are kept waiting in a call queue for too long, they may get impatient and frustrated, and choose to abandon the call. By providing these customers with an option to opt for automatic callback, they will choose this option, thus reducing the call abandonment rate.

Answer: The longer the wait time is before a customer is routed to an agent, the less the call satisfaction is. Customers do not like to be kept waiting, hence, it is important that contact centers use features such as queue callbacks to give customers the option to leave the call and receive a callback later.

Answer: Callback queues help agents enhance their performance and work more efficiently as it automates callbacks and notifies agents so that they don’t need to put in extra effort to return calls. Additionally, agents deal with less impatient and disgruntled customers as customers have the option of opting for a callback instead of having to wait in queue.

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