Call Back Functionality

A callback option allows callers to request a call back from a live agent instead of waiting on hold in a queue.

How Callback Option Works with IVR -

Caller Inquiry: A customer calls your business number and reaches the IVR system.
IVR Greeting: The IVR welcomes the caller and explains the available options.
CallBack Menu: The IVR informs the caller about the wait time in the queue and offers a callback option.
Caller Request: The caller can choose to-
o Hold: Remain in the queue and wait for an available agent.
o Request Callback: Provide their phone number and preferred callback time (if offered) through keypad input or voice commands.
Confirmation: The IVR confirms the callback request and provides an estimated timeframe for the call back.
Call Back: The IVR system automatically dials the caller's number at the designated time or connects them to an available agent when one becomes available.