What is a customer service callback?

A customer service callback function is an IVR (interactive voice response) call center software feature. In essence, it is an automated callback that’s entirely carried out by the call center software.

Why do customers request callbacks?

Customers usually request a call back for three main reasons:

They don’t want to wait on hold
The line is busy / the hold queue is too long
There are no available agents to pick up the call (for example, outside of business hours)

How is an automated callback carried out?

Typically, once a customer requests a callback the call is instantly terminated. However, the system retains the caller’s phone number and places it in the call queue. Once the phone number reaches the front of the line, the system automatically dials the retained phone number and connects the caller with a designated contact center agent.

Why are callbacks a useful function?

The auto callback feature is useful because it 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

How can you implement the function in LiveAgent?

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.

Callback set up in LiveAgent - connect phone number

Callback set up - IVR messages in LiveAgent

Frequently Asked Questions

What is a callback in customer service?
A callback in customer service is a feature allowing customers to request a call back rather than waiting on hold. When a customer faces a long wait time, they can opt for a callback, so an agent contacts them once available. This improves customer satisfaction by minimizing wait times, reduces call abandonment, enhances efficiency, and can also present additional sales opportunities.
Does customer service call back work?
Customer service callbacks can boost satisfaction and loyalty by offering personalized attention and issue follow-up. However, its success hinges on the company's timely response, accurate customer contact information, and quality assistance. Inconsistent implementation or failure to deliver promised callbacks can cause customer frustration. Thus, the effectiveness of callbacks varies, largely depending on the company's commitment and the customer's individual experience.
When should you make a customer callback?
Customer callbacks primarily follow up on interactions, concerns, or offer further support. Timing should consider the urgency of customer needs, their availability, and preference. Critical matters warrant prompt callbacks, while less urgent issues could permit scheduling more convenient times. Remembering prior customer interactions and communication preference helps ensure a personalized and respectful callback, reflecting effective communication and customer satisfaction, and respect for customer's time and preferences.

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After learning about customer service callbacks, you might be interested in how to improve customer service further with the responsibility feature. This helps customer support teams by providing more transparency and faster response times. Additionally, explore the benefits of a knowledge base to support your service strategy. A well-structured knowledge base can enhance customer satisfaction by providing clear and accessible information. Lastly, discover the ins and outs of chat distribution to optimize how you manage customer inquiries. Effective chat routing can streamline your support operations for better efficiency.

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