We have the call back function set up and we have customers selecting to be called back on a different number that the system recognises they are calling from and at this point some of the customers are then failing to enter valid numbers (only entering 4 numbers instead of the whole number etc), at this point customer is asked 2 times to try again as not valid and in the end it looks like the customer is told sorry and to hold then shows on report as entering call back queue, then agent requested then the customer clearing the call so never reaches an agent to call back and shows on interaction report as abandoned. We are just trying to work out what happens with these calls as to why it looks like it enters the queue but is then abandoned, is this because their isn’t a valid number for customer as they asked to be called on a different number and didn’t enter one or is it not actually in the call back queue at all and it’s just an abandoned call as customer didn’t do as they were asked
HI Lorna. So, CallBack is set so that if a customer fails to leave their details it should route back to the Queue.
To find out exactly why they are abandoning, we’d need to look at your system and check the logs. Please could I ask that you email support@netcall.com and raise a ticket. That way we can investigate your setup and stop those callers from being disconnected.
Kind Regards.
Jonathan