Case study · Banking

Hold your place.
Hang up the phone.

A US regional bank added FreedomQ callback to its Avaya call center — callers in long queues hang up, keep their spot, and get called back when it's their turn.

3 wks
from contract to delivery
10
inbound queues covered
25
callbacks running at once

The constraint

Everyone hates hold. Nobody wants a rebuild.

The queue at peak

Hold time is where patience dies.

When volumes spike, the queue grows — and the phone is the one channel where waiting is audible, minute by minute.

A captive caller

The only way to keep your place was to stay on.

Hang up and you start over. So callers held — tying up lines, and arriving at the agent already frustrated.

Out-of-proportion fixes

The call center itself wasn't the problem.

The bank runs a working Avaya core. Replacing it to fix hold times would be out of all proportion — the fix had to slot in beside it.

What Primas built

A queue that calls you back.

The whole footprint: two VMs beside their Avaya CM, a CTI link and a SIP trunk — the bank's admins trained to run it.

A call, end to end

A caller hits a long queue and is offered a callback — anchored to their place in line or a time they choose. They hang up; FreedomQ holds the spot and paces with the real queue. When their turn comes, it dials them back and connects them to an agent as if they'd never left.

THE CALLBACK LINE — HOW A SPOT SURVIVES A HANGUP A long queue peak-hour volume Callback offered by place in line, or a time Caller hangs up the spot stays — virtual queue FreedomQ dials back when it's their turn Agent, ready caller screen pop attached The caller's place in line survives the hangup — that's the whole product.

The engineering underneath

Small footprint, real mechanics.

Pacing

A virtual queue that mirrors the real one

FreedomQ keeps a live image of the ACD queue over the CTI link and paces callbacks to actual movement — by place in line, or the time promised.

Answer detection

Agents only meet live callers

The outbound leg detects a person, a voicemail or no answer before an agent is ever involved — nobody's shift is spent greeting machines.

The miss case

A missed callback isn't a lost spot

A terminating SMS opens a grace window — call back in, and the system restores your position in the queue.

The outcome

The thing callers hate most, fixed — without touching anything else.

Is this your situation?

For the queues your callers complain about.

This story is for you if…

  • Hold time is the complaint you hear most — especially at peak
  • Your call center works — a rip-and-replace is out of all proportion
  • You want a first win in weeks, to build the case for more

Book a 30-minute strategy session

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2 moto live, FedRAMP-grade

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Read the government story →

Start with the call your customers hate most.

A 30-minute strategy session, no obligation. We'll look at your queues and map where a callback lands first.

Book a 30-minute strategy session

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