What is a Call Center Callback?
A call center callback is a feature that allows customers to request a call from an agent instead of waiting on hold. Customer callback requests have become a very common feature in modern contact centers. They show respect for your customers’ time and maintain service quality. Today, we’ll walk through how to set up callback requests in the Landis Contact Center platform.
Setting Up the Callback Request Feature
The setup process is straightforward and takes place in the queues management area. Here’s how to do it:
- Navigate to your service queue
- Select the exception handling tab
- Locate the breakout area
The breakout feature is versatile – you can use it for voicemail transfers or AI-powered voice bots that answer questions. For our callback requests system, we’ll configure it to gather callback information from callers.
Creating the Callback Request IVR
The system uses a callback IVR (Interactive Voice Response) that you can customize to:
- Optionally collect the reason for the callback
- Use the Voice Input block to capture the customer’s voice input in natural language
- Verify the callback number
- Allow customers to enter a different callback number if needed
- Once the callback requested information has been collected, use the Callback block to create the callback request
- Confirm that the callback has been registered
How to Manage Callbacks
Agents can easily manage callbacks through:
- The Callback Requests report showing all pending requests
- Status indicators (including unresolved callbacks)
- Clear display of callback descriptions
- One-click dialing to return calls
- Completion tracking that shows which agent handled each callback
The callback descriptions are particularly helpful. When a customer leaves a voice message about their reason for calling, agents can prepare the necessary information before making the return call.
Notification Options
You can customize how agents receive callback notifications:
- Direct access through the in-app report
- Microsoft Teams channel notifications (using a Power Automate flow)
- Click-to-dial functionality is available from either interface
This flexibility ensures that agents stay aware of pending callbacks while working within their preferred tools.
Getting Started
The callback requests feature combines powerful functionality with simple setup. It’s an effective way to respect customer time while maintaining service quality. For more detailed information about the Landis platform, talk to our sales experts or book a demo.