Contact center call back

A system, comprising:

• a queue configured to store information identifying a plurality of calls that are on hold waiting to be serviced by one of the plurality of agents;
• a first voice portal configured to:
• receive a call from a customer,
• attempt to service the call via an automated voice response system, and
• determine, in response to failing to service the call, a destination for the call;
• at least one computing device configured to:
• determine, based on the destination, whether call back services are available for the call based on the destination,
• access a first memory to determine whether the customer has previously called the call center,
• identify, in response to determining that the customer has previously called the call center, a first agent that handled the previous call from the customer,
• determine, based on information stored in the first memory, whether the first agent is capable of servicing the call, has an agent rating above a threshold value and is on duty,
• queue, for the first agent, the call in the queue, in response to determining that the first agent is capable of servicing the call, has an agent rating above the threshold value and is on duty,
• queue, for another agent, the call in the queue, in response to determining that the first agent is not capable of servicing the call, has an agent rating below the threshold value or is not on duty,
• determine whether the call has been queued for at least a predetermined period of time;
• and
• a second voice portal comprising:
• an interactive voice response unit configured to:
• receive a message from the at least one computing device indicating that the call has been queued for at least the predetermined period of time,
• interact with the customer to offer a call back service to the customer, wherein the call back service comprises at least one of a scheduled call back or an immediate type call back, and
• receive, from the customer, an indication that the customer would like a call back, and
• queuing logic configured to:
• store an identifier in the queue for the call back.