Indonesian insurance companies with busy call centers need a callback scheduling feature to reduce abandonment and improve customer satisfaction. This case study shows how an Indonesian insurer deployed Instadesk’s callback solution and reduced abandonment from 35% to 12%.
Customer background
Company: An Indonesian general insurer with 1 million policyholders
Industry: Insurance
Challenge: High call abandonment due to long wait times during peak hours
The challenge
The insurer received 8,000 calls daily, with peak volume between 10am-2pm. Average wait time during peak hours was 8 minutes. Call abandonment rate was 35% – meaning over 2,800 callers hung up daily without speaking to an agent.
Key problems:
• Customers frustrated by long hold times.
• Lost sales opportunities (prospective customers calling for quotes).
• Complaints to OJK about poor service.
• Agent burnout from high call volumes.
The solution – callback scheduling
The insurer deployed Instadesk’s callback feature. When wait time exceeds a configurable threshold (e.g., 2 minutes), the IVR offers callers two options:
• “Press 1 to continue holding.”
• “Press 2 to receive a callback when an agent becomes available.”
If the caller chooses a callback, the system captures their phone number, estimates the wait time, and calls them back when an agent is free – without losing their place in the queue.
Implementation and results
Deployment took 3 days. After 4 months:
| Metric | Before | After | Change |
| Call abandonment rate | 35% | 12% | ↓ 66% |
| Average wait time (those who stayed) | 8 minutes | 3.5 minutes | ↓ 56% |
| Customer satisfaction score | 68% | 85% | ↑ 17 points |
| Callbacks offered per day | 0 | 1,200 | New |
| Callbacks accepted | 0 | 780 (65% acceptance) | New |
How callback improved customer experience
• Customers no longer had to wait on hold for 8+ minutes.
• The callback feature gave customers control over their time.
• Agents handled calls at a steady pace without being overwhelmed.
• The insurer saw a 25% increase in quote requests from callers who chose callbacks.
Key lessons for Indonesian insurers
• Callback reduces abandonment – Customers prefer a callback over waiting on hold.
• Callback increases satisfaction – Giving customers choice improves their perception of service.
• Callback is easy to implement – Instadesk’s callback feature deploys in days, not weeks.
• Callback captures lost leads – Many callers who would have abandoned now stay in the queue via callback.
How Instadesk delivers callback scheduling
Instadesk’s call center platform includes callback scheduling as a standard feature. Key capabilities:
• Configurable wait time threshold (e.g., offer callback after 2 minutes).
• Estimated callback time announcement (e.g., “Your estimated callback time is 8 minutes”).
• Automatic call-back when agent becomes available.
• Queue position preservation – callers keep their place in queue.
• Integration with existing IVR – no changes to your current setup.
Conclusion
Scheduling callbacks from busy call centers is essential for Indonesian insurers to reduce abandonment and improve satisfaction. Instadesk provides an easy-to-deploy callback solution. Start a free trial and see your abandonment rate drop.
