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Queue Callback

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When enabled, the Queue Callback feature frees up your callers' time by allowing them to press a digit to reserve a place in the queue without having to wait on the line. 

Callers can then hang up the phone knowing their position in the queue is retained and automatically delivered to the first available agent.

The Queue Callback feature is very flexible: managers can choose to activate and deactivate it in seconds when a call volume or KPI threshold has been reached, during seasonal rushes, on days with expected heavy call volume or when short-staffed. This can be an invaluable tool to help keep customers happy and your team efficient during periods of high call volume.

 

Requesting a Callback

By default, after callers select the option for a callback from the queue, they will hear this message: "Your place in the waiting queue has been reserved. The next available agent will call you back. Goodbye." (to change this message to a customized one, follow these directions.) They can then hang up the call and wait to be called back. We will call the same number the customer used to reach your company.

The queue advances as if the caller is still in line and when the call reaches the front of the line, the next available agent receives a phone call: the callback request.

The agent is presented with a screen-pop with the caller's information: name, phone number, callback request time, which queue the caller was waiting in and which phone number was dialed. 

Note: If a waiting time limit has been defined for the account, customers will only remain in the waiting queue up to that limit. Once that limit is reached and no agent is available, by default customers will receive a callback that either allows them to leave a voicemail, or delivers a message with no option to leave a voicemail and then dropping the call (voicemail/missed call: depending on whether on not your voicemail is enabled). You can customize your own Unsuccessful Queue Callback Message to play when customers get a callback but are not connected to any agent.

 

Calling Back

When the callback request comes in, the agent can answer or reject the request the same way they would do to an incoming call. Talkdesk will then automatically call the person who left the callback request. If the person answers the call, they will be connected to the agent.

If the caller who left the callback request does not answer the phone when the agent calls back (and the agent can’t leave a voicemail), the agent will hear: “This was a queue callback but the customer didn't answer. Goodbye." and the call is considered an “Abandoned call”.

 

Rejecting the Callback

When a customer is in the callback queue and gets to the top of the queue, if all available agents decline to take the call, the customer is returned to the top of the queue. As long as agents are online the customer remains in the queue.

Note: Callback calls aren't charged while waiting in the queue, only when they get served.

If all agents go offline, by default customers will receive a callback with a message stating that “no agents are available” or your Unsuccessful Queue Callback Message, either allowing them to leave a voicemail or dropping the call (voicemail/missed call: depending on whether on not your voicemail is enabled). 

 

Call back disposition codes

You can add disposition codes to your account that are specific to callbacks. For example: “Callback successful”, “Callback unsuccessful – number busy”, “Callback unsuccessful - disconnected number”, etc. This will keep your entire team on the same page.

 

Monitoring and Reporting

Since the callback is treated as if the caller is still in the queue, managers and supervisors can see the total number of calls waiting as well as the total of callbacks currently in the queue.


 

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