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Automatic callback

What is an automatic callback?   

An automatic callback is a telephone calling system function that callers can use to opt-in for a callback when the number they’ve dialed is busy. The automatic callback feature instructs the telephony system to save and redial the caller’s number when the line becomes available again.

The callback option is a common feature of an IVR system, and it ensures that customers can enjoy an automatic callback rather than being kept on hold. Many call center software offers the automatic callback function as it presents a better way to enjoy convenient call center communication. 

LiveAgent call center software provides the automatic callback feature as part of its call center software solution. By choosing LiveAgent automatic callback software, you can easily improve customer satisfaction and decrease hold times. 

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How do automatic callbacks work?

The feature is a part of an IVR (Interactive Voice Response) menu. The menu options are presented to the callers when they dial your number. For example, the menu can prompt callers to “press 1 for sales” or “press 3 for a callback request.”

If your callers select the callback option, their number will be saved and placed in a queue by the system, and the call will be instantly terminated. When the caller’s number reaches the top of the queue, the system will automatically dial their number and connect them to a support agent.


What are automatic callback instructions?

Automatic callback instructions are the in-built computerized commands that callers use to navigate busy phone lines and request callbacks. Below is a brief guide on how to follow automatic callback instructions.

  • As a caller, when your dial gives off a busy signal, press the designated button for an automatic callback after you hear the IVR menu list 
  • After pressing the button, the call will terminate
  • If you have hung up before pressing the button, redial the number, listen to the instructions and press the preset option for a callback
  • Once the line becomes available, you’ll receive a callback 
  • Answer the phone and speak to the call center operative

On the flip side, if you want to cancel a callback request, you can do the following:

  • Listen to the IVR instructions
  • Press the designated button to undo an automatic callback request
  • Wait for a confirmation tone and hang up 

Why is it important for call center software to have an advanced callback feature?

According to Harvard Business Review, automatic callbacks build loyalty and reduce customer effort. However, this feature doesn’t just build loyalty; it confers some essential benefits to the call center.

Here are some of the reasons why the callback feature is vital for call center software:

  • The callback feature improves customer satisfaction and customer experience
  • Call centers leverage the callback function to reduce the average waiting time
  • The callback feature signifies that a call center values the customer’s time

Most call centers perceive automatic call features to be an innovation for customer experience. To further improve the value offered by callback features, call centers can request feedback from customers and provide a better customer experience. 

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How to test if the function works

After implementing the automatic callback software into your IVR, you can check if your IVR script works by trying out the following actions in LiveAgent. 

  1. Log in to your LiveAgent account
  2. Call the phone number that is linked to your LiveAgent account. Ensure the number has an active IVR script in place
  3. Listen to the multi-level IVR menu
  4. Follow the dial prompts from the IVR menu and click on the stated dial button. For instance, the IVR menu may require you to press 4 for a callback
  5. Pay attention to how the call drops from the caller’s side
  6. Notice that the call rings in the agent interface and can be answered or sent to the queue
  7. Answer the call from the agent interface
  8. LiveAgent will automatically redial the caller’s number. Wait while this process takes place
  9. As the caller, wait for your automatic call back and answer the call when it comes in

If you successfully perform all these steps, you can be confident that your callback function is working perfectly and is ready for instant utilization. 

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What is an automatic callback?

An automatic callback is a telephone IVR function that allows callers to get a call back later rather than stay on hold for a long time. It usually assists customers in recalling a busy or unavailable call center line. The automatic callback function puts the caller in a queue and places an instant call once the dialed number becomes available.

How do automatic callbacks work?

Automatic callbacks work by integrating with an IVR menu. Once integrated, callers can get prompts to press specific buttons to trigger the automatic callback function. Once the request for an automatic callback is placed, the call terminates immediately. So, for example, LiveAgent software will redial the line when the caller’s number is at the top of the callback queue.

What are automatic callback instructions?

Automatic callback instructions are software commands or processes by which callers or agents can initiate and respond to callback requests. These instructions usually involve pressing designated buttons on the telephone and following dial rings to determine when an automatic callback can occur.

Why is it important for call center software to have an advanced callback feature?

It is necessary for call center software to include an advanced callback feature for a wide variety of reasons. 

  • Callback features allow customers to enjoy a better experience and support
  • Callback functions also prove to the callers that their time is valuable
  • Automatic callbacks are useful in ensuring that call center agents provide callers with calm, personalized, and thorough responses at convenient times

How can you test if the function works?

You can determine if your callback function works by logging into your call center software and running a test call.

  • Call the line that’s linked to your callback account and listen to the IVR menu
  • Follow the dial number command prompt and wait for the call to terminate

  • Afterward, the caller will receive a call once it’s their turn in the caller queue

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