The keep you position in queue type of callback doesn't do anything for reducing the work load or the resourcing required, if anything it adds to it since those calls don't abandon.
My view of the keep your place in queue callback is, they are just the same as a call still in queue, so don't think of them differently from a priority or resourcing perspective, the concept is the customer has elected to keep their place in queue so treat them as such.
The only difference and benefits are, customers don't have to listen to your hold music and can go about doing what they want to do so is a big customer experience gain, that and the savings on toll free costs to the organization which can be significant. Its not at all about moving calls to less busy times or, saving on resources, or anything like that. For that you need scheduled call backs were you only have slots available during your less busy times, and if you are often busy that sort of callback is pretty limited in the number of customers that are eligible.
As for the how many customers actually answer the callback, yeah there is some cases where they don't or its no longer a good time for them. If you are looking to reduce wasted agent time there, take a look at putting the callbacks into a dialer, from there you can present a menu to customers when the dialer calls them asking if they still need to talk to someone before putting them into the queue at a high priority.
There is a blueprint for that available on appfoundry to get you started.
https://appfoundry.genesys.com/filter/genesyscloud/listing/0a9204b1-bdb4-4a70-978b-97829d78308f ------------------------------
Anton Vroon
KiwiBank
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Original Message:
Sent: 09-16-2021 10:55
From: Robert Wakefield-Carl
Subject: Call Back Metrics
This is one subject that intrigues me. You call into companies and hear that they are too busy and offers a callback, but then callbacks backup in the queue and unless you are handling them as calls, they just sit there. Keeping priority and skills are necessary to ensure virtual hold functionality, but in the end, there are still too many calls and callbacks for the agents to handle. Unless you have peaks and valleys that allow agents to get caught up, you are just filling the trash cans waiting for someone to take them out.
Another problem is that someone leaves a callback, gets frustrated and calls back in. There needs to be a good way to check for the callback and let the person know that it is better to wait for the callback than to wait on hold and also to have a mechanism for agents to see that callback and disconnect it if the person calls back in. While not out of the box, both of these are possible with Genesys Cloud CX.
I am interested to see what others thing about this subject. Thanks Kim for starting my juices boiling.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 09-15-2021 17:25
From: Kim Huebner
Subject: Call Back Metrics
Hello! We just implemented Call Backs through our IVR. What percent of your customers answer your call back?
Thanks in advance for sharing.
#Unsure/Other
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Kim Huebner
American Signature Inc
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