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callback messaging

Definition

callback messaging

Callback messaging, in a call center context, is a service that allows callers to leave a message (usually personal contact information, either spoken or through the number pad) so that an agent can call them back and they retain their place in the queue. Frequently used when call volume is high, callback messaging offers the caller an alternative to either holding on the line or losing their place in the response sequence.

Related glossary terms: talking translator, workforce optimization (WFO) software, knowledge base, Interactive Voice Response (IVR), click-to-callback, ANI (Automatic Number Identification), call center, do not call list, call logging, help desk

This was last updated in October 2006

Posted by: Margaret Rouse

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