Rather than waiting in a hold queue, in-queue callback allows your callers to press a button to request a return phone call once an Agent becomes free.
Let's take a look at in-queue callback in Dialpad.
Enabling In-Queue Callback
From Dialpad.com, navigate to Admin Settings > Call Centers > Business Hours & Call Routing > Normal Business Hours > Edit Details.
You'll then scroll to Hold Queue > Advanced hold queue settings and select All callers to request a callback when the queue has [number of calls] or more calls by pressing [button on dialer].
How It Works
Once enabled, here is the in-queue callback workflow:
- When a caller is in the queue, they will hear a message offering them a callback
- After choosing that option, the caller hears a confirmation message; the call will then end
- The caller’s position in the queue is held for them, and once they reach the head of the queue, Dialpad will call them back
- The caller will hear a message prompting them to either:
- Press 1 to connect to an Agent
- Press 2 to cancel the request
- If the caller selects 1, they will be connected to the next available Agent; please note that 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
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?
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 queue—these 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 callbacks—i.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.