In some configurations, your call center may allow customers to hold their place in the queue and receive a callback when it's their turn.
In some configurations, your call center may allow customers to hold their place in the queue and receive a callback when it's their turn. This feature enhances the customer experience by reducing hold times and giving customers the flexibility to continue with their day while waiting.
How Queue Callbacks Work:
- Customer Request: Customers can opt to receive a callback rather than waiting on hold. Once they make this selection, they maintain their place in the queue.
- Callback Assignment: When the customer reaches the front of the queue, Contivio will queue the outbound callback to the next available agent.
- Agent Notification: The callback will appear to the agent much like an inbound call. There may also be an audible chime to indicate that this is a callback rather than a standard inbound call.
- Call Acceptance: When the agent accepts the callback, Contivio automatically dials the customer's number, connecting them to the agent.
Additional Notes:
- Customer Experience: From the customer’s perspective, the callback will feel like a normal call, and they’ll be connected to the next available agent when their place in the queue comes up.
- Configuration: Not all configurations have the callback option enabled. If you don't see this feature available, check with your system administrator for more details.
This feature streamlines the call experience for both customers and agents, reducing wait times and improving overall efficiency.