Talkdesk just released a new feature that will dramatically reduce caller abandonment and increase customer satisfaction: Queue Callback. Queue Callback allows any caller waiting in a queue to request a callback and wait for an agent to return their call.
When someone calls your company and there are no available agents, they will be sent to the waiting queue. Once in the waiting queue, the first message they hear will be the “Queue Callback Message” allowing them the option to continue to wait in the queue, leave a voicemail or request a callback.
If the caller requests a callback it will hear: “Your place in the waiting queue has been reserved. The next available agent will call you back. Goodbye.” They can then hang up and wait to be called back. We will call the same number the customer used to reach your company.
The queue will advance as if the caller is still in line and when the caller would have reached the front of the line, the next available agent will receive a phone call (the callback request). All of the information from the caller who left the callback request will pop up in that agent’s screen. The callback request shows the caller’s name, phone number, callback request time, which queue they were waiting in and which phone number they dialed. Talkdesk will also automatically store all of that information into their call history.
When the callback request comes in, the agent can answer the request the same way they would answer an incoming call. Talkdesk will then automatically call the person who left the callback request. If that person answers the call, they will be connected to the agent.
If the person 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 will be considered an “Abandoned call”.
If the agent rejects the callback, the person who requested the callback is still called back. If that person answers, they are asked to leave a voicemail (Talkdesk will play your recorded voicemail greeting). If the customer doesn’t answer the callback, the call is considered an “Abandoned call”.
You can add disposition codes to your account that are specific to callbacks. For example, you can add: “Callback successful”, “Callback unsuccessful – number busy”, “Callback unsuccessful – disconnected number”, etc. This will keep your entire team on the same page.
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When the caller requests a callback, they will still be represented in the agent’s queue metrics, even though they are not actively waiting in the queue (the callback request is waiting for them). For example, if 4 callers are waiting in the queue and 1 caller requests a callback and then hangs up, the call queue statistics will show that 4 callers are still waiting in the agent’s queue.
Additionally, when the caller requests a callback, they will still be represented in the company-wide waiting queue metrics.
Setting up the Queue Callback feature is simple.
The Queue Callback feature is very flexible. Managers can chose to activate it and deactivate it simply by following the steps above and the changes will apply in seconds. Thus, they can manually activate it when a call volume or KPI threshold has been reached, during seasonal rushes, on days with expected heavy call volume and when they are short-staffed. This can be an invaluable tool to help keep customers happy and your team efficient during periods of high call volume.