Summary and Impact

A general wait time expectation should be set with a customer prior to offering a callback. Setting a wait time expectation increases callback acceptance rates. Increasing acceptance rates maximizes the value Mindful provides and improves the customer experience.

Presenting the queue/skill wait time on the telephony platform before offering a callback helps to provide callers who choose to hold with an accurate expectation. If a caller chooses to receive a callback, Mindful can optionally present the Estimated Callback Time (ECBT) to refine the original expectation set by the telephony platform.

Example

Whether the callback is being offered within the telephony platform or Mindful, a general wait-time expectation like the examples below should be presented beforehand:

• "Current hold time is around five minutes" – May be used when contact center queue/skill Estimated Wait Time is the metric being used.
• "Current hold time is more than five minutes" – May be used when contact center queue/skill Oldest Call Waiting is the metric being used.

The phrasing may vary based on the contact center metric being used to determine the wait time.

In practice, the experience could be as follows:

1. The customer hears a general wait time phrase such as "Current hold time is more than five minutes" in the telephony platform.
2. Now informed about the wait time, the customer is offered a callback.
3. After registering the callback, Mindful quotes the ECBT in a range with a phrase such as "We will call you back between 8 and 10 minutes from now".

Components Involved