Replace abandoned calls and manual callback lists with structured, SLA-tracked callback workflows that ensure every customer is contacted at the right time by the right agent.
When callers abandon the queue or request a callback, the promise is often recorded on a spreadsheet or sticky note. Callbacks are missed, duplicated, or made at the wrong time. Each missed callback generates a repeat inbound call, inflating volumes and eroding customer satisfaction. For Ofcom-regulated outbound dialling, unstructured callback lists also create compliance risk.
Callbacks recorded in spreadsheets or emails are easily overlooked, especially during busy periods.
Without scheduled slots, agents call customers at inconvenient times, reducing answer rates and satisfaction.
Multiple agents may attempt the same callback because there is no single source of truth for callback status.
Unstructured callback lists make it difficult to prove compliance with Ofcom persistent misuse regulations.
Purpose-built capabilities — not generic templates you have to work around.
Every callback request enters a managed queue with customer details, preferred time, reason, and SLA deadline.
Customers choose a preferred callback window, and the system schedules the attempt within that slot.
Callbacks are assigned to the original agent, a named case owner, or the next available skilled agent.
Configure maximum attempt counts, retry intervals, and SLA deadlines with automatic escalation on breach.
Enforce attempt limits, time-of-day restrictions, and CLI presentation rules in line with Ofcom guidelines.
A callback is requested via IVR, agent action, web form, or abandoned-call trigger, creating a structured callback record.
The system schedules the callback within the customer's preferred window and assigns it to the appropriate agent.
The agent makes the attempt, and the outcome — connected, no answer, voicemail, wrong number — is recorded.
If the customer was not reached, the system schedules a retry within configured rules. If connected, the case is resolved and closed.
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Yes. Callback requests can include a preferred date and time window, and SwiftCase will schedule the attempt accordingly.
SwiftCase can feed callback records to your outbound dialler via API, or agents can make callbacks manually from the agent desktop — depending on your preferred approach.
The system enforces attempt limits, abandoned-call return timing, time-of-day restrictions, and CLI presentation — all key requirements under Ofcom's persistent misuse statement.
Yes. Callbacks can be categorised by source — abandoned call, agent-initiated, IVR request, web form — and reported on independently.
See how SwiftCase structures your callback workflows. Book a demo tailored to your contact centre operation.
