All features Call Center Performance Queue Callback (Virtual Hold)

Enable Virtual Hold and Virtual Queueing


If you love your callers, set them free and then call them back.

Did you know that most angry customers leave a brand or a business without saying a word? Not one complaint, not a single ticket. Isn’t this reason enough to make sure that the ones who call you are treated right? 

How do we solve this problem?  

With the Queue Callback feature, callers can reserve a position in your wait queue and request a call back. You can go the extra mile to improve your customer retention with this ‘virtual queue’. And, they don’t have to suspend their activities, waiting for you.



Setting up queue callback


If you love your agents or reps, enable them to perform better.

But wait, is it humanly possible to return *every* call? Creating a virtual queue, and calling your customers or prospects back needn’t be the norm across your call center. Queue callback works at a queue/team level. This means you can enable virtual queueing when a team is handling a higher call volume than usual. 

Do callbacks mean more work for your agents?

No, it just means they are enabled to perform the same work with better efficiency. Freshdesk Contact Center automates callbacks and notifies your call center agent so that they needn’t perform any extra action to ‘return’ these calls. 



Receiving callback requests


If you love your call center, make your KPIs shine.

Abandoned calls are the bane of a call center. They are not just bad numbers on your performance reports — they are missed opportunities, untapped leads, customers unattended. 

How do we reduce abandoned calls?

Call abandonment rate can be minimized in two ways. First, call center supervisors can track the status of callbacks on Freshdesk Contact Center’s live dashboard and ensure that they are attended to. Second, the promise of callbacks reduces instances of callers abandoning calls before they speak to a sales rep or customer support agent working in your call center.


Queue callback reporting

How virtual hold affects your KPIs

Understanding how Queue Callback enhances your call center's performance

Abandon Rate (of course)

High call abandonment rate typically indicates longer wait times and inadequate allocation of agents or reps. Yet, hiring more is not a scalable solution! Instead, you can implement callbacks to lower your abandon rate without changing your existing team structure.

Average Speed of Answer

It’s not easy to talk to a caller who has listened to welcome music or ‘Your call is important to us’ on loop for some time. Your average speed of answer (ASA), hence, influences handle time and at times, first call resolution. Callbacks, on the other hand, reduce the impact of ASA.

Average Time to Call Back

Time to Call Back is a new metric you can track to reveal insights about your callback process. It is the time elapsed between when the customer requested for call back and when the call back was initiated by an agent or rep who is available.

Which industries benefit the most from callbacks?

Yes, it is a trick question. The benefits of callbacks or virtual hold are industry-agnostic. If any function in your business runs an inbound call center or phone team, they can use callbacks to their advantage.

The impact of virtual queueing is most celebrated in customer support and sales. According to Forrester Research, approximately 73% of customers believe that valuing their time is the most important thing that a company can do to provide them with good service. And when it comes to sales, recency is one of the key factors in converting a lead. Both are addressed through queued callback.

Queue callback for sales and support

What Freshdesk Contact Center (formerly Freshcaller) offers to call center managers


One real-time Dashboard to supervise them all

The live dashboard on Freshdesk Contact Center won’t help you with world domination but it’ll surely help you manage every key aspect of your call center. 

On the dashboard, you can monitor agent availability, look at service levels at a global as well as queue level, barge into calls that need supervisor-intervention, and monitor the volume of calls — incoming, outgoing, missed and abandoned. All in real-time!


Real-time dashboard for phone teams


An all-seeing Call Metrics module to know it all

Wouldn’t you like to know the total cost associated with all calls that breached your service levels in the last 30 days? Or, the handle time associated with all the calls in a custom date range? 

What if you can understand specifics like these from your call logs, and also export them? This is exactly what the ‘Call Metrics’ module does — deep dive into call level data and organize them into informative chunks.

Call Metrics for phone system


Customizable Reporting that’ll be your wise sidekick

Reporting isn’t just an inevitable aspect of successful call center management. It is empowering too. It gives us reasons to celebrate small wins and tells us what needs more focus.

On Freshdesk Contact Center, you’ll have access to curated reports like the Call Center Health Report and the Agent Performance Report. You can also build a custom report from scratch, or clone a curated report and modify it to suit your objectives.

Call reporting and analytics

FAQs — Get to know Queue Callback better

What is Virtual Hold?

Virtual hold, in call center parlance, is a technology that allows a caller to reserve their spot in a wait queue and then hang up. When all the preceding callers in the queue are attended to, they’ll receive a callback.

What is Virtual Queueing?

Virtual queuing makes virtual hold possible. After a caller opts for a callback and hangs up, only the customer's call is disconnected. On the call center-side, the call continues in a ‘virtual queue’ until an available agent attends to it. 

What happens if a customer doesn’t answer when your agent calls back?

If a customer does not answer or rejects the call, it is then considered as an abandoned call. In Reporting, this call will be marked under ‘Abandoned - Callback’.

What happens when a caller doesn’t opt for a callback?

The caller will wait on the line until an agent is available. If the wait time exceeds the ‘wait queue time’ you have set, the call will be sent to the smart escalation you have configured — voicemail, another team or call queue, or simply hang up.

What happens if the agent refuses to accept the callback request?

In this case, the call status will be considered as an agent ignore.

What happens if an agent doesn’t call back before the ‘wait queue time’ expires?

Wait queue time is the amount of time a caller spends in a wait queue before they are sent to a fallback option. If an agent doesn’t perform the callback within this wait queue time, the call is sent to the fallback option. Chat with us or write to us at to understand how fallback options work.