Contact Expert v7.6

Managing Callback Requests

Initiating Callback Requests

Contact Expert provides the ability for the callers to file a "call me back" request while waiting in a business queue.

A "chat callback" is also available whereby customers initiating the chat can also request a callback. Such callback requests are similar to the ones created in the voice channel.

Agents are also able to schedule such callbacks upon request while talking to the caller or when closing a task, and there is also an option to auto-generate callback requests for calls abandoned (lost) in queue. Finally Contact Expert provides an API method (software connectivity interface) for connected systems to file callback requests too (e.g. Geomant's OnCall IVR uses this).

Callback requests are stored in the database until their time is due. At this point the system offers these tasks to the appropriate and available agents to review the contact history of the particular caller and confirm the initiation of the outbound customer callback call.

Callback Request While Waiting in Queue – Initiated by Caller

Offering the option for callers to file a callback request while waiting in a queue – and then safely hang up knowing the contact center will call them back in due time – is possible via the Skype Parameters administration resource.

Setting up this "customer callback while waiting in queue" feature is described in detail in the Queue Messages chapter.

Callback Request During a Call – Initiated by Agent

Agents already interacting with customers – actively working with a task and a contact e.g. by talking to them via a phone call, composing an email or chatting – possess the ability to 'close the task' with a callback scheduled at a later time. Compared to the callback-while-in-queue option, this provides the additional flexibility to agree on the proper due time as well as the designation of the agent or agents who should be in charge of the callback, when it happens.

Guidance towards the proper usage of the agent initiated callback feature is described in the Rescheduling the Task chapter.

Automatic Callback Request for Calls Lost in Queue

Administrators have the option to try to recover abandoned calls – where callers disconnected while waiting in queue without filing for a callback themselves – by creating a callback request automatically for these calls. This is performed using campaign specific configuration.

Setting up the redial of the lost calls is described in the Dialing Properties chapter. Look for the Redial lost calls configuration option.

Administering Pending Callback Requests

1. Navigate to Operations → Customers → Scheduled Tasks menu.
2. Supply the filtering criteria then click Search.
3. Clicking Close callback sessions button will automatically 'close' (disable) any pending callback request found. This button is visible when there is at least one request found.
4. Clicking Edit in any of the found callback request rows opens the Contact Details page to review and edit the associated contact.

It is also possible to get this list from the agent application. Read more details on how to review the pending callback request from the agent application on the following link: Rescheduled Tasks.