Managed Contact Center / Queuing & Routing

Queue Callback

Queue callback lets a waiting caller request a call back later instead of sitting on hold, while keeping their exact place in line — see Glossary. The moment it would have been their turn, the system calls them back automatically.

Why does this matter for customer experience?

Nobody enjoys being on hold. Offering a callback turns a frustrating wait into a small convenience — customers can hang up and go about their day, confident they’ll get a call back at the right time, rather than feeling stuck listening to hold music.

Does the caller lose their spot in line if they choose a callback?

No — that’s the whole point. Their position in the queue is preserved exactly as if they’d stayed on the line, so choosing a callback never means waiting longer than staying on hold would have.

Can I offer this only during busy periods?

Yes. You can configure callback to be offered only once wait times cross a certain threshold, so during quiet periods callers just get answered normally, and the option only appears when it’s genuinely useful.

Does this work for outbound campaign calls too, or just inbound support?

Queue callback as described here is for inbound queues. For requesting a callback within an outbound sales or collections campaign, see the agent-scheduled callback options covered under the outbound dialer tools.

How does the caller know their callback actually happened?

The system dials the number they called from (or one they provide) and connects them to the next available agent the same way a live queued call would connect — no separate app or confirmation step required on the customer’s end.