Activating and Configuring Press 1 Callback
When activated, Press 1 callback (also known as virtual callback or virtual queueing) frees up your callers time by allowing them to opt for a callback, instead of waiting on the line until an agent answers the call. Your callers will have the option to press 1 to reserve their place in the queue. After hanging up, their spot in the queue is held and they're automatically called back when an agent becomes available. Upon the call back, the agent will greet the caller by saying "Hello, I am calling you because you have requested a callback" before the scripted greeting, so that callers are aware of who is calling them. However, you can choose to customize the callback greeting accordingly.
In this article we'll discuss:
Why you would want to activate press 1 callback
Press 1 callback is a great option to help keep those customers happy who don't have time to wait for a live agent. With press 1 callback activated:
- Your callers hold their place in line without having to stay on the line
- No fees are added to your monthly invoice - this is a free feature
- The call is still processed by the first available receptionist
When is the caller presented with the option
When activated, the option to receive a callback is delivered to the client after any initial prompts and before the call is entered into the live answering service queue. The caller hears your message, then our system waits for the caller to press 1 to wait for a callback, or to press 2 to enter into the queue.
When the caller opts for a callback by pressing 1, they are free to hang up the call, but we still have the call in our system waiting to be picked up by an agent. When this happens, the caller is on a virtual hold. As soon as an agent becomes available, the Caller ID associated with the caller is rang and our Receptionist goes through your script as normal.
How to activate press 1 callback
Within SAS Flex, go to your User icon in the upper right-hand corner and click Settings.
Under Telephony, select Numbers.
Select the number where you want to add the Callback feature.
Under the Callback section, check the Callback Status box to activate.
NOTE: If you currently have a driving question in your regular greeting, you'll want to add that same driving question to your customized callback greeting(s) as well.
Then, select when you want the option to become available for your callers. You can choose to have it play immediately, regardless of queue time, or you can choose from the below options:
- Immediately: Caller will hear the callback prompt immediately after the initial greeting.
- 15 seconds: Caller will hear the callback prompt if the previous callers' queue is 15 seconds or greater.
- 30 seconds: Caller will hear the callback prompt if the previous callers' queue is 30 seconds or greater.
- 45 seconds: Caller will hear the callback prompt if the previous callers' queue is 45 seconds or greater.
- 60 seconds: Caller will hear the callback prompt if the previous callers' queue is 60 seconds or greater.
- 90 seconds: Caller will hear the callback prompt if the previous callers' queue is 90 seconds or greater.
- Use Global Value: Caller will hear the callback prompt if the previous callers' queue is 120 seconds or greater.
Callback customization options
By default, when queue callback is activated, our default recorded callback greeting and callback confirmation are automatically selected, along with the use global value setting for when the callers will hear the callback intercept. From the same numbers configuration panel, these settings can all be customized:
- Selecting Default in the dropdown uses the default greetings and confirmation
- To use an alternate greeting or confirmation, all files added to your Greeting Library are also available to select here
If you're adding your own greeting, make sure you let the caller know they will need to press 1 to get a callback, and press 2 (or just stay on the line and press nothing) to wait for an agent. In the confirmation, it's also helpful to let the caller know which number they'll be receiving a call from. This will always be the same number you are configuring the callback feature on.
- If you're using the Text to Speech option for the callback greeting, adding the variable [queueTime] in your text will let the callers know the hold time they can expect. For example, Your wait time is [queueTime] minute would be read as Your wait time is 1 minute to the caller.
- If you're using the Text to Speech option for the callback greeting, adding the variable [queuePosition] in your text will let the callers know how many callers are ahead of them in the queue. For example, There are [queuePosition] callers ahead of you.
- If you're using the Text to Speech option for the callback confirmation, adding the variable [twilio] in your text will let the callers know the number they can expect a call from. For example, Expect a call from [twilio] would be read as Expect a call from 888-532-4794 to the caller.
- If you're using the Text to Speech option for the callback confirmation, you can allow callers to input a different callback number by adding the following text: We've reserved your place in line. To receive a callback on a different number, press 2. Otherwise, please hang up and expect a call from [twilio] shortly.
- The select limit dropdown will determine when the caller should be presented with the callback option, either every time or only if the queue is over a certain threshold.