Overview
The Queue Callback Option is a feature that enhances the caller experience by allowing them to request a callback from an agent when they reach the top of the queue. Instead of waiting on hold, callers can provide their contact information and continue with their activities, receiving a call back when an agent becomes available.
How It Works
- Entering the Queue: When a caller contacts your business, they enter the queue.
- Requesting a Callback: If the wait time exceeds a predetermined threshold (typically 2-3 minutes), the caller is given the option to request a callback.
- Providing Contact Information: The caller submits their phone number and any other necessary details.
- Callback Initiation: When an agent is available, the system automatically initiates a callback to the caller and to an agent, ensuring a timely connection.
Benefits
- Reduced Frustration: Callers can avoid the stress of waiting on hold, leading to a more positive customer experience.
- Increased Flexibility: Customers can carry on with their day instead of being tethered to the phone.
- Improved Resource Management: Businesses can manage call volume more effectively, optimizing agent availability.
- Valuable Data Collection: Gather insights on caller preferences and behavior, which can inform future improvements.
Important Note
The Queue Callback Option is particularly useful when call wait times exceed 1 minute. If calls are typically answered in less than a minute, implementing this feature may not be necessary. By the time a caller engages the callback option, they may already be connected to an agent, rendering the feature less effective.
Conclusion
Implementing the Queue Callback Option in TELAIR can significantly enhance customer satisfaction and operational efficiency. By allowing callers to request a callback, businesses can create a more flexible and responsive communication environment.