Callback Messaging
Measure the number of callers that leave a message giving information to call back.
Overview
Rather than waiting in a queue or being put on hold for a long period of time, some callers will leave a message with personal information allowing agents to call them back. The Callback Messaging metric monitors the number of messages that come in with this information.
Formula
Number of callback messages
Reporting frequency
Daily
Example of KPI target
4 messages
Audience
Call team
Variations
Messages requesting a callback
Formula
Number of callback messages
Services
Role
Employee/Staff
