What is a Callback Queue?
A callback queue is a system feature that allows customers to request a return call from the contact center instead of waiting on hold. Their place in line is preserved, and an agent calls them back when available.
How Callback Queues Work
Customers are prompted to press a key or enter their number if they prefer a callback. The system schedules the call based on queue logic or agent availability, improving perceived wait time.
Benefits of Using Callback Queues
– Reduces caller frustration and abandonment
– Improves agent efficiency and scheduling
– Enhances customer satisfaction and loyalty
– Avoids peak time overload and queue congestion
Types of Callback Systems
Immediate Callback
Places the customer back in the queue and calls them when an agent is free.
Scheduled Callback
Lets customers choose a convenient future time for a return call.
Best Practices for Callback Queues
– Clearly explain the process and timing to the caller
– Use real-time queue data to set expectations
– Offer both callback and hold options
– Ensure number validation and retry logic
Related Topics for Further Reading
– Queue Time
– Hold Time
– Abandonment Rate
– IVR
– Call Routing
