✍️ Intro
During busy periods, the call center can utilize the automatic callback feature to enhance customer satisfaction management and improve overall operations. This feature offers customers an alternative option to waiting on hold, resulting in a more efficient and effective call center experience.
Once activated, the end user can choose to leave automatic callback requests, which will be initiated approximately around the same time they would have been connected to an agent in the queue.
🔖 Operating Principle
The end user calls the operation
The call goes to the respective attendant menu
The call enters the queue; the queue has no available agents
The end user hears an announcement regarding the unavailability; if also wanted, more information can be shared with the end user via a TTS announcement following the previous audio announcement. Detailing the order and the estimated waiting time.
During the announcements, the end user is given an option for input to leave an automatic callback.
The end user chooses to leave an automatic callback request; if applicable, the request is received, and the acknowledgment announcement is played.
Following a 10-second delay after the call hangs up, the system creates the automatic callback.
In some cases, the automatic callback request can be denied. It is due to the following;
The call is within the operating hours of the automatic callback, yet with the estimated wait time included, it falls out of the designated timeframe.
The estimated wait time is longer than the hold time upper limit.
Both cases are explained in more detail in the following sections of this document.
When the automatic callback request is not accepted, the end user hears the denial announcement. Then the end user keeps waiting in the queue and hearing the announcements periodically.
An automatic callback starts once there is an available agent in the queue, and it is the right order for that automatic callback request according to the priority settings.
⚙️ The Setup
To set up the automatic callback, the admin has to make changes in three modules; the new Automatic callback settings, the queue steps in the attendant menu, and finally, the queue menu.
🔸Initially, go to the System Administrator menu, then click on the Automatic Callback Settings module.
Automatic Callback Settings
Start Time: This is the time when the queues start to accept automatic callback requests.
Finish Time: This is the time when the queues stop accepting automatic callback requests.
👉 Please note that for a call to be considered within the designated timeframe, not only must it occur between the Start and Finish times, but the request must also fall within this period, taking into account the estimated waiting time. If a call begins at 22:50 and the estimated wait time for the queue is 15 minutes, the request will be denied. This is because the automatic callback is expected to occur around 23:05 pm, which is after the end time.
Days of week: The admin can set up different operation times for the automatic callback during the week in this section. Any timeframe given for a day surpasses the general start and finish times.
Automatic Callback Request Timeout: After the automatic callback request is received, when the time specified here has passed, and the callback has not occurred, the request will time out. If the admin changes the automatic callback request timeout, it will only impact the timeout for future callback requests and not the ones already in progress.
Hold Time Upper Limit: The system does not accept the automatic callback request if the estimated wait time in the queue surpasses the duration specified here. The end user hears the automatic callback denied announcement, and the call remains in the queue.
🔸 Go to the attendant menu in which you wish to use the automatic callback feature. Create or edit a Queue step in the attendant to set up the automatic callback. Here the admin can arrange how the end user can leave an automatic callback request and the announcements to be played accordingly.
The Queue Step
Activate Automatic Callback: This box must be checked to use automatic callback in the queue. The admin must also set up the TTS in the queue selected for this step.
Auto Callback Input: The dial pad digit(s) the end user is supposed to input to leave an Auto Callback request.
Auto Callback acknowledgment Announcement: The TTS announcement the end user will hear once the automatic callback request is successfully received. The language information is gathered from the selected queue’s TTS settings.
Auto callback Denied Announcement: The TTS announcement the end user will hear once the auto callback request fails. The language information is gathered from the selected queue’s TTS settings.
There must also be an announcement selected for the queue step for the automatic callback to operate.
🔸 Go to the queue menu. Select the queue that is used for the automatic callback and make the related changes.
The Queue Settings
Auto Callback Routing Priority: This is the field where you can set how the calls are distributed for the queue that is being used for the automatic callback.
Queue: Focuses on the calls waiting in the queue.
Auto Callback: Focuses on dialing for automatic callbacks.
Queue date first: Focuses on the call that entered the queue first.