Our small call center handles French calls with 1 FT rep and 1 part-time rep. We only take 10 - 12 calls a day. We currently offer our French callers the option for a callback only. We want to offer the callback option AND a option to leave a voicemail. We do not want to force disconnect the call. What is occurring, they call and if neither rep is available (in a meeting or training, etc) they are offered the callback option. If they do not accept the callback option they can continue to hold. They are often holding for 45 minutes or longer. We are having challenges from our telephony group to only offer one option, they prefer callback. This results in our supervisors and Workforce Management group having to watch the French service (queue) constantly which is not efficient. My thoughts are:
1. Callback or voicemail option offered
2. If they do not accept either option (after 2 offerings), route the call to our main customer care line and have a non-French speaker answer the call.
We have been told this is not possible. I find that hard to believe. We have Aspect. Any other suggestions?