When wait times grow, holding becomes the main reason callers abandon. A queue callback gives the caller another option: press a key, confirm or leave a number, and hang up. The contact center calls back when an agent is free or at a later time.
Implementations differ in how callbacks are ordered:
- Place kept in line (often called virtual hold): the callback is placed when the caller would have reached the front of the queue.
- Callback list: the request goes into a list that outbound agents or a dialer work through.
Callbacks improve the caller's experience and flatten peaks, but only if they are made promptly. Track the time from request to callback and the share of callbacks that reach the person.
In OVOKY, a callback requested from a call queue creates a lead in the outbound campaign linked to that queue, so the customer is called back through that campaign.