Call Center Forum

Kepe · Guest

When you have more calls than you can handle over a long period I don't se the benifits with call back. But when you can shift calls from a peak time to a time you know is slow there is true benifits. If you have busy monday mornings but know it's much less in the afternoon you can save your service level by asking callers if you can call them back after lunch.

We built our own callback application with IVR and Genesys CTI. The IVR picks up callback requests and schedule them via Genesys. Callbacks are pushed the the agent in preview mode but I guess you could just as well use predictive if you have high volume of calls.

Another great way to use callback is for second line and access to experts. Agents in first line can add call back requests (intranet or softphone) , end users via Web forms or IVR applications. As experts often are are small groups, gaining access is harder and transfer calls do not work always, but init a callback always works.