A customer calling the contact center can be offered an option to receive a callback rather than waiting in queue to connect to an agent. The customer can be offered the callback option during peak hours when the wait time is more, or during non-working hours of the contact center.
Advantages of Courtesy Callback
Courtesy callback enables the contact center to offer better quality of service, and increase customer retention. The customer experience is enhanced, as the customer receives a proactive call from an agent rather than having to wait to connect to the agent.
Setting Up Courtesy Callback
To set up courtesy callback, the flow developer needs to configure the callback flow using the Flow Designer.
Prior to configuring the courtesy callback flow, the inbound entry point and queue for courtesy callback must be configured by the contact center administrator.
When a customer dials in to the contact center and waits in queue for an agent, the customer can be provided the option to opt out of the queue and receive a callback instead. The customer's position in queue is retained for receiving the callback. When an agent is available, the agent is offered the callback request in the Agent Desktop, based on the customer’s position in the queue. After the agent accepts the callback request, the call is dialed out to the customer. When the interaction ends, the agent wraps up the call by selecting a wrap-up code.
A Courtesy Callback report is available in Webex Contact Center Analyzer, for the supervisor and administrator to view callback statistics. In addition, agents can gain insights on their callback statistics via the Team Stats- Historic Agent Performance Statistics (APS) report.
The sequence of events in Courtesy Callback are described in the sections that follow.