How does automatic callback work?

Automatic callback allows a caller to request a callback and creates an alert in the agent dashboard. Once an agent is available, they click on the notification, and an outbound call is automatically initiated to the caller who requested a callback.

What is a queue in a call center?

In the call center context, a call queue is a virtual waiting line of incoming callers placed on hold, waiting for an agent to become available to handle their call. Long call queues may negatively impact satisfaction levels and result in more abandoned calls, which makes efficient call queue management an essential aspect of call center operations.

What is a call center IVR?

Interactive Voice Response (IVR) System is an automated phone system used in inbound call centers to improve the processes of managing inbound call volumes. It enables customers to interact with a pre-recorded voice menu to route their calls to the appropriate department or agent. If the callback feature is enabled, the IVR system may offer callers to opt for a callback instead of wasting time on hold.