In-Queue Callback

 

Let's take a look at in-queue callback in Dialpad.

Who can use this feature?

In-queue callback is a feature available to Dialpad Contact Center and Sell customers on the Pro and Enterprise plans.

Our discontinued 'Dialpad Talk with Call Center Add-On' license also supports this feature but is limited to existing customers.

Enabling In-Queue Callback

First, your Admin needs to enable In-Queue Callback. 

From Dialpad.com, navigate to Admin Settings and select the Call Center of your choice from the list of your Call Centers

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    1. Select Business Hours & Call Routing
    2. In the Call Routing section, click Edit Call Routing
    3. Scroll down to the Hold Queue section
    4. Check the box beside "Allow callers to request a callback" and select your desired parameters. 
    5. Once checked, your settings automatically save. 

How It Works From the Client's Point of View 

Let's take a look at the callback process from the Client's point of view.

  1. When a caller is in the queue, they will hear a message offering them a callback.
  2. When they select a callback, the caller hears a confirmation message and the call ends.
  3. The caller’s position in the queue is held, and once they reach the top of the queue, Dialpad will call them back.
  4. When Dialpad calls them back, the caller hears a message prompting them to either:
    1. Press 1 to connect to an Agent
    2. Press 2 to cancel the request
  5. If the caller selects 1, they will be connected to the next available Agent.

If a callback is placed and the call goes missed or unanswered by an Agent, the caller won't lose their place in the queue, they will be next in line for the next available Agent.

How it Works From an Agent's Point of View

First, we will see that the client appears in the Hold Queue. We can see the amount of time that they were on hold, and how long they have been in the Callback Queue.   Screen_Shot_2022-05-20_at_3.03.08_PM.png

When an Agent is available they will see an incoming call appear, with a pink banner stating "Callback from"

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When the Agent clicks "Answer", Dailpad will automatically ring out to the client who requested the callback, and the call flow will proceed just like any outbound call. 

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Once the call has been completed, the Agent will select "Callback" from the Disposition drop-down menu, enter the call's notes and click "Complete"

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Frequently Asked Questions (FAQs)

Can I change the greetings my caller hears when they request a callback?

Yes, please reach out to our Support Team and they will upload your custom greetings.

Can callers submit multiple callback requests?

No, a caller can only request one callback at a time.

Can a caller input a different number to be called back on?

Yes, customers can press 2 when prompted and enter a new number.

Will Dialpad retry an unsuccessful callback (where no one picked up)?

Not yet, but this is something we are planning to add in the future.

Will callback requests adhere to the Maximum Wait Time defined and Fallback Options?

Yes.

Does callback work internationally?

No. Only callers from the same country will be offered a callback.

Will the Agent know when they answer a callback?

Yes, an agent will be able to tell if they are receiving a call from a callback request.

Why do callers have to make a selection when called back?

In order to ensure your Agent’s time isn’t wasted, we check that your caller is still available for the callback before completing the call.

What does the callback count as incoming or outgoing, or both?

Similar to transferred calls, callbacks create two separate call records in your analytics. The first is the incoming call during which the caller opts to receive a callback, rather than remain on hold in the queuethese are counted as “Callbacks requested.”

The second call is the "outbound callback" that the Dialpad system initiates when a caller has reached the head of the queue. These are counted as System initiated callbacksi.e. calls automatically generated for fulfilling the callback requests. The count shows how many callbacks were fulfilled in the selected time period. The count of system initiated callbacks in a time period can be higher than the count of "callbacks requested" displayed for that period if the callback request happened just before the filtered date range.

Additionally, we have broken down the various different outcomes that can happen in a callback experience. 

Connected to agent: Original caller accepts the callback and connects with an agent 

No Answer/Declined by caller: Caller received a callback and did not answer or declined the callback by selecting the “Callback is no longer needed” option

Callback - Caller Accepted - Not Connected: Caller accepted the callback fulfillment call but did not wind up connecting to an agent. This can happen if agents were rung out and missed answering the call, or because the caller abandoned the call before an agent could be connected.

No callback: A callback was requested but there was no system initiated call back call. This case occurs if the maximum queue wait time for the group is exceeded before the queued callback request makes it to the head of the queue

What happens if I turn off the in-queue callback feature when there are callers in the queue waiting to be called back?

Calls remain in the queue until served.

How do callbacks affect Service Level?

Callbacks do not count as Abandoned, but they do decrease Service Level like an abandoned call. Any time a call is not connected within the time threshold, the Service Level decreases.

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