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  • 1.  Callback Feature - A few questions

    Posted 14 days ago

    Hi Everyone,

    I have a few questions about the Callback Feature (giving customers the option to receive a call back instead of waiting).  I think implementing this is the right thing to do, regardless of my questions below, but I would love to better understand the impact of both metrics and the customer experience.  Responses to ANY of the below are appreciated!

    1) If a customer chooses a call back, and we then call them back and they don't answer.......A) Does this count as an abandoned call?  I assume not, but was curious if if we have a definitive answer.  B) Is there a way to track these missed interactions so we can follow up with the customer again? - - or do we simply leave a message (when applicable) and hope they call back?

    2) Do callbacks impact SVL or ASA?  Does the clock stop when they choose the callback?

    3) For the sake of staffing / scheduling, do callbacks count as one interaction.........or two?



    Michael Nahass
    Shield Healthcare

  • 2.  RE: Callback Feature - A few questions
    Best Answer

    Posted 13 days ago

    Hello Michael,

    I'll do my best to answer all of your question. I was able to find the following article in our Resource Center that says:

    "The call from which the callback request originated is not included in abandoned calls count. The callback object placed in the queue takes the position in the queue of the original call and automatically acquires the same skill requirements and priority settings as the original call. "

    I'm not 100% sure if there is any sort of report that you could create to track those missed interactions but agent could schedule a callback if they need to follow up with the customer.

    With regards to ASA, I do not believe that callbacks are factored into the equation since ASA is influenced by the average length of each call, the number of agents who are available, and the total number of calls that are arriving, though callbacks would affect the Handle Time.

    And to answer you your last question, any callbacks are associated with the original interaction. If you have not done so already, I would recommend checking out the following Resource Center article:

    I hope that helps answer your questions!

    Jason Kleitz
    Genesys - Employees

  • 3.  RE: Callback Feature - A few questions

    Posted 12 days ago

    Michael - Regarding your 2nd question, you could also create a wrap-up code specifically for this scenario that your agents would use during ACW. You could then run/schedule a report for those specific wrap-up codes and follow-up accordingly.

    If you wanted to take things a step further, you could try implementing "SMS follow-up on missed callback." Yes, this presumes 1) the number provided is SMS capable, and 2) all customers accept that message & data rates may apply.

    Brian T. Jones | Ascension | Senior Specialist - Technology

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