What is a Call Back?
A call back is a feature in a call center system that allows customers to request a return call instead of waiting on hold. It helps manage peak call volumes and improves customer experience by saving time and reducing frustration.
How Call Backs Work
When all agents are busy, the system offers the caller an option to be called back when an agent becomes available. The customer keeps their place in the queue without staying on the line, and the system automatically initiates the return call once an agent is free.
Benefits of Offering Call Backs
– Reduces caller wait times
– Lowers abandonment rates
– Increases customer satisfaction (CSAT)
– Frees up phone lines and reduces network congestion
– Shows respect for the customer’s time
Use Cases for Call Backs
– During peak call hours or seasonal spikes
– For technical support or complex issues
– In healthcare or finance where wait times can be long
– As an IVR (Interactive Voice Response) option for customer convenience
Callback Queue vs. Hold Queue
A traditional hold queue keeps customers on the line until an agent is free, while a callback queue holds their position virtually and calls them when it’s their turn. Callback queues reduce perceived wait times and improve overall service levels.
Best Practices for Implementing Call Backs
– Clearly communicate expected wait times before offering a callback
– Allow customers to choose a specific callback time, if possible
– Ensure your ACD and WFM systems are synced to manage callback load
– Monitor callback success rates and follow through reliably
Related Topics for Further Reading
– Abandonment Rate
– Callback Queue
– ACD (Automatic Call Distributor)
– IVR (Interactive Voice Response)
– CSAT (Customer Satisfaction Score)
