Callback

How it works

1. Nobody answers, or the wait passes the delay you set.
2. An announcement offers the call back: 'would you like us to call you back? Press 1'.
3. The caller accepts or declines. If they decline, they stay on the line as before.
4. If they accept, they hang up and stop waiting, without losing their place.
5. The request goes out by email, with the number, the time and the department concerned.
6. You call back when you are free, knowing how long they had already waited.
7. The announcement is produced in the audio studio, in your voice or a synthetic one.

Use cases

• A rush of calls: rather than a ten minute wait, offer a call back and clear the queue.
• Out of hours: the caller leaves their request without going through a mailbox someone must play back.
• A busy department: the call back stops them ringing three times without anyone knowing they tried.
• Trades where answering is impossible: workshops, sites, care. You call back between jobs.
• A customer who will not wait: you give them their time back and keep the business.

What you configure

Call-back message

The audio file that offers the call back ("Nobody is available right now. Would you like us to call you back? Press 1 for yes, 2 for no").

Email address

Where to send the call-back requests. The email carries the caller's number, the date and time of the request, and what is needed to return the call.

Examples

• Overloaded customer service: after two minutes of waiting the call back is offered, and the request lands in the department's mailbox.
• A practice closed on Wednesdays: the caller asks for a call back rather than leaving a message, and is rung on Thursday morning.
• Workshop: nobody can answer during a job, requests pile up and are handled at the break.
• On-call duty: the request goes to the mobile of the person on duty, with the number to ring.

In the panel

Read the guide: Proposer un rappel plutôt que de faire patienter