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Queue Callback enables your customer to opt for a callback and hang up, instead of waiting in line until an agent answers the call. This provision is also referred to as Virtual Hold or Virtual Queuing.
In this article, you will find the following details:
- Why do you need a queue callback?
- When can the customer opt for a callback?
- How to set up queue callback?
- How can agents perform callbacks?
- How can supervisors monitor callback performance?
- How are callbacks charged?
Why do you need a queue callback?
With queue callback:
Your customers can reserve a place in the wait queue and hang up.
Agents need not perform any additional actions to perform a callback.
You can reduce the number of abandoned calls.
When can the customer opt for a callback?
The caller will hear the wait/welcome message of the wait queue, followed by an instruction to opt for a callback. The caller can press 1 to continue in the wait queue or press 2 to opt for a callback to the same number.
What happens next?
Once the caller opts for a callback, they can hang up. But, the call continues for the agent. This means that the caller has reserved a spot in the wait queue and is on ‘virtual hold’. As soon as an agent is available, a callback is performed by the system. In a callback scenario, the following rules apply:
If the customer answers, it is considered as an answered call.
If the customer does not answer, it is considered an abandoned call.
If the agent disconnects before the customer answers, it is considered a missed call.
If the callback is not performed within the wait time set for the queue, the fallback action for the wait queue is performed. For example, if you set ‘Send to Voicemail’ as the fallback option, the customer will receive a call, and your voicemail greeting will be played. The customer can then record a voicemail message.
Note: The voicemail message will also be created as a ticket if the account is integrated with Freshdesk.
If the agent does not answer, the customer receives a call and your Hangup message will be played.
How to set up queue callback?
Queue Callback option is available as a queue level setting within the call queue.
To enable queue callback:
Go to Admin settings > Call Workflows.
Search for the call queue where you want to enable the queue callback. If you do not have any call queue, you can create a new call queue.
To place a caller in the wait queue, select Place caller in Wait queue as the fallback action for any of the call rules in the call queue. This enables the Wait Queue Settings.
Under Wait Queue Settings, toggle the Callback option.
Select the Callback message and Callback Confirmation Message to play to the customers.
Also, select the action to perform if the callback is unsuccessful. You can choose the caller to:
Send to voicemail
Send to another call queue
Save the call queue.
How can agents perform callbacks?
If the customer opts for a callback, the agent will receive a call with the following notification, with the timestamp at which the callback was requested.
If the agent declines, it will be considered as agent ignore. The wait queue flow set up for a normal call will be applicable in this case.
How can supervisors monitor callback performance?
On Live Dashboard
Supervisors can view the number of callers currently expecting a callback in the wait queue on the live dashboard.
In Call Metrics Section
The call metrics section gives you a quick overview of the status of the callback.
In the Freshdesk Contact Center Reporting module, you can track ‘Time to call back’. This will be equivalent to ‘wait time’ in a scenario where callback is not enabled.
How are callbacks charged?
The first leg of the call will be charged based on incoming call rates for missed calls. The second leg of the call (the callback) is charged based on the number dialed.
Note to Freshdesk+Freshdesk Contact Center Users
- Callback requests are not converted to tickets.
- On calling back, if the customer does not answer, a ticket for abandoned call is created and the subject of the ticket is changed to Abandoned Callback.
- If the agent does not call back, a ticket for missed call is created and its subject is changed to Missed Callback.
- If the customer leaves a voicemail on calling back, a voicemail ticket is created.