Disney Cruise Line Contact Center to Introduce Automatic Callback Option
Guests facing extended waits will be able to request a return call while retaining their place in the contact center queue.
The Disney Cruise Line Contact Center will introduce an automatic callback option starting Monday, August 31st, giving guests another choice when telephone wait times are extended.
When high call volume pushes estimated waits beyond a designated threshold, the system will offer callers the choice of continuing to remain on hold or selecting a callback. Disney has not specified the precise amount of waiting time required before the callback option appears.
Guests who choose a callback will retain their existing position in the contact center queue. The system will then place a return call once the guest reaches the front of that queue.
The feature is intended for periods of extended wait times rather than every call. Callers receiving the offer can therefore decide whether to stay connected and wait or end the initial call and receive the automated return call when their turn arrives.