What is A Callback?
A callback is a request by a customer to have a customer service agent call them back. It is often part of a queue callback feature, where customers are provided the option to have an agent return their call – in the order it was received – rather than wait on hold on the phone. Requesting a callback is typically simple, involving a single button click once a customer is in the traditional phone queue.
Benefits of Callback
There are multiple benefits to callback:
Improves customer experience
Eliminates the need for customers to wait on hold
Frees up customers while waiting to talk to an agent