Courtesy Callback

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 43% of customers expect a company to call back them within 30 minutes when offered that option.

1. What is a Courtesy Callback?

A courtesy callback is a customer service feature that enables callers to maintain their place in the queue without having to stay on hold. Instead, the system automatically calls them back when an agent becomes available. This improves customer satisfaction and reduces frustration during peak call volumes. Platforms like Convin integrate this feature to enhance call center efficiency and customer experience.

2. What does "call back" mean in customer service?

In customer service, a call back refers to the process where a contact center agent returns a customer’s call, either due to a missed call, scheduled request, or a system-initiated courtesy callback. It ensures no lead or issue goes unresolved, especially during high-traffic hours.

3. What is a callback approach in contact centers?

The callback approach is a strategic method in which businesses prioritize calling customers back rather than making them wait on hold. This can be manual or automated (like courtesy callbacks) and is often part of a wider call deflection and customer experience optimization strategy.