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Improve your call center workflow with our callback feature

Sona Pisova

Sona Pisova

Last modified on November 6, 2020 at 3:53 pm

call center features LiveAgent

LiveAgent is debuting its automatic callback function. If you implement the feature, your customers will be able to request an automated callback instead of having to wait on hold when your line is busy, when your customer support representatives aren’t available to answer a call, or simply when they don’t feel like waiting on hold.

How does the automated callback function work?

As a LiveAgent user, you can implement the callback function into your IVR menu.

Once the caller requests a callback, the call will be instantly terminated. However, LiveAgent will retain the caller’s phone number and keep it in the caller queue. When the phone number reaches the front of the queue, LiveAgent will automatically dial the caller’s phone number and connect them to a designated support agent.

automated callback
Automated callback

Benefits of automated callbacks

Implementing automated callbacks into your call center software solution can:

  • Increase customer satisfaction 
  • Reduce customer effort 
  • Reduce the number of abandoned calls
  • Shorten call queues
  • Present more sales opportunities
  • Increase agent productivity
  • Provide more insights about your call center

Why should I implement the callback function into my IVR?

According to a study by Software Advice, an esteemed software review site, more than 63% of customers favor callback options to waiting on hold. Additionally, the study revealed that customers are willing to wait on hold for up to 5 minutes before hanging up.

Improve your call center workflow with our callback feature
Image courtesy of Software Advice

If your business is frequently flooded with incoming phone calls, it’s likely that your hold times are much longer than 5 minutes. This could realistically result in missed sales opportunities, customer frustration, and even churn.

As such, implementing a callback option can be a great compromise that requires very little effort from the customer. Customers can request a callback with confidence, knowing that their place in the queue is secured, and the callback is imminent. This allows them to get on with their day and eliminates any customer frustration.

How can I start using the feature?

To start using the IVR callback function, you need to connect a VoIP phone number to your LiveAgent account. Once it’s connected you need to create an IVR script and upload IVR messages. To see a complete IVR set up guide, check out this article.

Next, you need to add the callback script to your IVR script by following this guide. When you’re done, click save and test the function by calling the phone number that is integrated with your LiveAgent account. 

Listen to the IVR menu prompts, and press the requested keypad number (such as “Press 4 to request a callback). Your call should be terminated immediately and should start ringing inside your LiveAgent dashboard until an agent picks up the call. Once it’s picked up, LiveAgent will automatically dial back your number, creating an automated callback.

Want to learn more about the callback function?

If you’re interested and want to know more check out our automated callback software page or check out some unique callback case studies on our callback feature page.

Sona Pisova

Sona Pisova

Copywriter/ Star of Tutorials

I am currently writing copy and making videos at LiveAgent in Bratislava. I am a happy-go-lucky type of gal that enjoys reorganizing and cleaning in an obsessive manner. I roll my eyes a lot without knowing about it and it gets me in trouble. I also don't drink coffee because it makes me feel like I'll die, and my co-workers think it's funny.

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