New Callback Feature for Smoother Call Handling
We’re thrilled to introduce the Callback Feature for WiLine voice products! Initially launching for WiLine's internal call services, this innovative feature aims to reduce queue wait times and provide users with a more convenient support experience. After internal fine-tuning, it will be rolled out to all WiLine customers.
What Does It Do?​
Tired of waiting on hold? The Callback Feature allows users who’ve been in the queue for two minutes or more to hang up after hearing a message. The system holds their place in line, and when it’s their turn, they’ll receive a callback from an agent.
Why This Matters​
- Convenience First: Customers can hang up and go about their day, knowing they’ll get a callback when the agent is ready.
- Streamlined Operations: Agents benefit from reduced active queue sizes, enabling more organized and efficient call handling.
- Enhanced Satisfaction: Shorter perceived wait times lead to happier customers and improved overall experiences.
How It Works​
- Queue Position Saved: The system holds the caller’s position in the queue using a fictitious placeholder user.
- Automatic Callback: When an agent is free, the system replaces the placeholder with the real user and initiates an automatic callback.
- Seamless Process: Both the caller and the agent reconnect without any manual steps, ensuring a smooth and hassle-free experience.
What’s Next?​
Currently, the Callback Feature is undergoing internal testing at WiLine to ensure optimal performance. Once perfected, it will be rolled out to WiLine Connect Voice customers, helping businesses deliver faster, more efficient support to their clients.
The Callback Feature underscores WiLine’s commitment to enhancing communication, simplifying processes, and improving customer satisfaction.
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