Let caller record their name in the call back queue

16 votes

When a customer calls in and wants a call back, we have a hard time finding that particular person, because we are calling back into an office of over 500 people. The number that was provided was their main switchboard number and we have no ability to know exactly who called. The caller has the ability to enter a different phone number, but they don't always do that. It would be nice if the caller could leave their name, that way when we call them back, we know who to ask for.

Done ECS Suggested by: Stephanie Danback (05 Jun, '20) • Upvoted: 28 Apr, '23 • Comments: 4

Comments: 4

09 Jun, '20
Stephanie Danback
How nice would it be to know the name of the person you are calling back?
11 Aug, '20
Jason
Thank you for the suggestion. Allowing callers to record their name has been mentioned in the past and would help to better associate the callback with the person placing the call. We will need to consult with our engineers on the best way to insert this option into the current set of prompts, both for the caller and the agent.
23 Mar, '21
Nate
We run into this issue several times with our customers. They call from a company phone number, and when we call back, typically the front desk/receptionist will answer and not know who called us for support.
21 Jun, '22
Doug Hutchinson Admin
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