Genesys Cloud CX

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  • 1.  Callback Customer

    Posted 11-16-2021 12:48
    Hello Community,

    We're implementing callbacks and need some advise from other customers who have implemented this as part of their call routing. I'd like to connect with someone to ask questions.

    Shara Benson
    Senior User Experience Analyst
    Alaska USA Federal Credit Union

  • 2.  RE: Callback Customer

    Posted 11-16-2021 22:58
    We have implemented this for many customers for many different reasons.  Most are thinking to make their queue look shorter by getting people off the phone (NOT!).  Others think they can have agents answer callbacks when they don't have calls coming in (NOT!).  Still others believe that customers are willing to wait longer for a callback than sitting on hold (NOT!).  You really need to think about what you are hoping to accomplish, what you expect your customer's response will be, and how you will handle the volume.  Maybe only offer after a certain time on hold or when there are more than X calls in queue.  That seems to work the best.  Also, make sure you don't offer callback too close to closing so you have time to actually call them back.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Callback Customer

    Posted 11-29-2021 09:26
    Hello @Quishara Benson,

    I hope you can find fellow community members to connect with. Until then, your question was answered on the Episode 23 of the Q&A Show. Hope you enjoy the episode. Also, if you are interested in meeting some community members, join us for the Holiday Social! ​

    Matt Lawson
    Genesys - Employees
    Online Community Manager