“Your call is important to us. All of our agents are busy…” It’s a common first greeting, but rings empty after several repetitions. Although providing an estimated wait time can improve the willingness to stay in queue, many callers may want to hang up and try again later; risking another long wait. Queue Callback allows your callers to hang up, and receive a return call from the call centre, based on queue position at time of call.
By utilizing Queue Estimated Wait Duration and Queue Callback, your customers will be provided the option to wait for an agent, or receive a call back when the line becomes available. By choosing the Queue Callback option, your customers eliminate one of the main triggers for dissatisfaction – long wait times. This enables your agents to focus on improving overall customer satisfaction, instead of having to apologize and manage the frustration of your customers.