Queue Callback

Evolve IP’s Queue Callback service provides call centers with the ability to request a callback instead of waiting on hold for an agent to be­come available. This convenience provides a significantly better overall experience for your organization and reduces your cost per call.

Benefits for your call center:

  • Improve customer satisfaction by being considerate of your caller’s time
  • Reduce inbound toll charges and abandoned calls
  • Improve service level KPIs by decreasing the number of callers waiting in queue
  • Handle spikes in call volume by utilizing technology, instead of adding more agents
  • Improve overall handle time

Benefits for your customer:

  • Significantly improved customer experience:
    • Your customer’s valuable time is not spent waiting in queue for an agent to become available
    • Customers can continue with their activities while the system preserves their position in queue

Thresholds for Queue Callback include:

  • Estimated wait time
  • Number of calls in queue
  • Longest waiting call

* Queue Callback is available to all Evolve IP customers with a premium call center license and North American queues.
* International queues will be offered in October/ November this year.

Studies show that after an average of 1 minute and 55 seconds of hold time most callers hang up annoyed – 34% of those callers who hang up will not call back. – Small Business Chronicle

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