Customers request callbacks for three main reasons:
Typically, once a customer requests a callback the call is instantly terminated. However, the system retains the caller’s phone number and place 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.
Callbacks are useful because they can:
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.
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