Callback

A callback is the call placed in response to a missed call or a contact request. It has two contexts: the sales callback — you call back the prospect who got no answer — and the queue callback, offered by advanced systems instead of waiting: "we'll call you back, keep your phone close."

The rules of a good callback are immutable and rarely followed: speed (minutes matter more than politeness), identification (call from the number the person dialed, not from an unknown one), and preparation (know why they called before dialing). A callback arriving two days later, from a hidden number, asking what the call was about, stacks all three errors — and turns a patient customer into a lost one.