Many call center platforms today offer some form of call-back functionality. That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. These built-in call-back features work by holding the caller’s place in line (“virtual queuing”) so the total wait time is the same. You can think of this as “ASAP” call-backs.
Fonolo offers this flavor of call-back (to a huge variety of call centers), but we also offer a more advance flavor, one that is rarely part of the built-in version: “Scheduled Call-Backs”. This flavor allows the caller to choose a specific time slot for a future conversation. This small change in strategy is deceptively powerful. In fact, we at Fonolo have come to think of it as a call center “superpower”.