• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Courtesy Callback

Courtesy Callback


What is a courtesy callback?

Courtesy Callback shortens the number of times callers must wait on hold or in a queue. Agents answering the phone see callers who have remained in line or have been given a callback treatment.

If the caller wants the system to call them back, they must provide their name and phone number.

The option of a Courtesy Callback allows a caller to have their call returned by an agent. This option reduces the amount of time a caller has to wait for an agent to pick up the phone.

What is a courtesy callback

Importance of courtesy callback

Courtesy callbacks from contact centers may be highly beneficial to both businesses and customers. Offer a callback service instead of requiring clients to wait in line.

Courtesy callbacks can reduce abandonment rates, faster processing times, and a greater first-contact resolution rate. They can also boost employee morale and consumer satisfaction.

Other benefits of courtesy callbacks in call centers include the following:

  • Increased callbacks result in a higher conversion rate and drive more sales.
  • Courtesy callbacks lower the rate of abandonment
  • Agents and customers who are happier
  • Improved Brand Image
Importance of courtesy callback

Courtesy callback best practice

The courtesy callback is no longer limited to calling consumers back on a phone line. It’s a collection of techniques and technology that all contribute to better customer satisfaction and experience.

Make a callback when the time is right. Consider providing a callback straight away. It can result in the most excellent possible customer experience and the most consistent call scheduling.

Avoid duplicate callback requests. An impatient caller may schedule a callback and then hang up, only to call back a second or third time with the same phone number; this results in duplicated callback requests.

To avoid this situation, always check if the caller’s number is already in the queue.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image