How it works
The caller requests a callback instead of staying on hold, while the system keeps their place or priority in a virtual queue. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business example
A caller requests a callback instead of staying on hold and receives a call when their turn approaches.
What to consider
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.