What is Callback?


Many times, customers have complex queries that need more than one call to be resolved or would like to be contacted at another time. Brands want their agents to schedule a callback based on the customer's requirement or assign this callback to any available agent to solve the queries completely.  

The agent can schedule a return call to the recipient based on the conversation. The callback can be scheduled for a specific time or as soon as an agent becomes available to handle the request. At the scheduled time or when an agent is available, the calling system initiates a callback to the recipient's phone number. This allows the recipient to engage in a conversation with the caller or the assigned agent. 

The callback feature is commonly used in various scenarios, including customer service interactions, sales follow-ups, lead generation, and appointment scheduling. It enhances customer experience by providing a convenient way for recipients to request a callback rather than waiting on hold or navigating through complex phone menus. 


There are many ways businesses using voice as a channel can leverage callbacks. Here are some common use cases of callbacks in call centres: 

  • Technical Support: In technical support scenarios, an agent may need to perform troubleshooting steps or seek input from technical experts to resolve a customer's problem. By scheduling an ACW callback, the agent can coordinate with the necessary resources and set up a callback at a convenient time when both the agent and customer are available to continue the support process. 

  • Sales and Lead Generation: When dealing with sales or lead generation calls, an agent might need to gather more information or perform additional research before proceeding with the next steps in the sales process. An ACW callback enables agents to arrange a suitable time to reconnect with potential customers, ensuring they have all the required details and can provide a tailored pitch or offer. 

  • Appointment Scheduling: ACW callbacks can be used to schedule appointments or confirm meeting times with customers. If an agent needs to coordinate with other parties or check for available time slots, they can set up a callback to finalize the appointment details with the customer, thus minimizing back-and-forth communication. 

  • Escalation Management: In cases where an agent needs to escalate a customer's concern to a supervisor or a higher-level support team, an ACW callback can be used to arrange a follow-up conversation with the relevant personnel. This ensures that the escalation process is properly coordinated and allows for a prompt response to the customer's issue.