Automatic callback

How it works

How it works

Missed calls and calls abandoned in the queue go to a callback list. When an agent is free, the system dials the customer and connects them with the agent. If the customer doesn't answer, the system tries again by your rules – for example, 2-3 attempts 10-15 minutes apart. If the customer calls again and gets through in the meantime, their number is removed from the list, so nobody is called twice.

Comparison

How it differs from a callback

A callback is something the customer requests – for example, in the IVR, so they don't have to wait in the queue. Automatic callback kicks in without a request: the system calls back everyone who didn't get through. Contact centers usually turn on both: callback for people willing to wait for a call, and automatic callback for those who have already hung up.

Metrics

What to measure

• What share of missed calls got a callback
• Average time until the callback, in minutes
• How many customers answered the callback
• How many sales and resolved issues callbacks brought in

In CONTACT.WORK

How CONTACT.WORK uses it

In CONTACT.WORK, missed and abandoned calls go into the callback queue automatically. You set how many attempts to make and how far apart. Callback runs on the auto dialer module, so agents don't dial numbers by hand. Results go to your CRM and reports, so you can see what was missed and what was won back. Customers who want to choose when to talk can request a callback – from the queue, for a convenient time, from a website form, or from chat.