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Enabling customer callback



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Rob Stack

Zendesk Documentation Team

Edited Dec 09, 2024


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37 comments

We have run into an issue where enabling callbacks on our lines causes a substantial increase in abandoned calls. 
Apparently customers are hearing the message and hitting 2 during the message and hanging up (they don't know they have to wait for a confirmation), these calls are then considered abandoned and no callback request is created. 

Is that how it is supposed to work? Human nature pretty much dictates they will press 2 immediately instead of waiting for the music to start. 

 

 

 

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iulian Ursu

Zendesk Customer Care

Hi Elina,
 
Thank you for your message and for the support ticket you raised asking this very question.
 
As stated in the article above, when the IVR is enabled, the Callback greeting is no longer played. However, once the caller is in the queue, they can still use this feature by pressing 2. Therefore, your suggestion of using option 1 for German and 3 for English is correct because you can use option 2 for Callback. You will need to adjust your IVR greeting to ensure the callers are aware of and understand how to use this feature.
 
I hope this answers your question.
 
You are most welcome to reply in the support ticket if you have further concerns and we'll do our best to address them for you.

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We have an offshore call center that transfers calls to our T2 team that utilizes Zendesk Talk. We have multiple different lines that they transfer to. Why do callback requests display the Zendesk phone number from the line they were routed to even when we have “outbound calling” disabled from those lines? We don't want customers to be able to contact us on multiple different lines and create direct inbound volume. We have an external number added into Zendesk that is our customer facing number. Why can't outbound callback requests be dialed out from our external line?

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Hi! I see there is only a 40 second offering period for calls before they bounce to another agent. We would love if it could be put on the roadmap to be able to adjust this in the same increments as the regular call offering timeframe. Having them so vastly different is not ideal for our agents. Thank you! 

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In the instructions for this feature, it says you can't configure callback for digital lines, SIP-IN lines, or toll-free numbers - is that still accurate?  Meaning, if a customer calls our support line that was a toll free number, we can't use the callback feature?  OR does it mean that if a customer calls us on a toll-free number (ie they are at their work), we can't call them back to that toll free line BUT they would have to provide a non-toll free number.  

The instructions/guidance is confusing so any help is appreciated.

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Rob Stack

Zendesk Documentation Team

Hi Dan Cross, thanks for the great feedback. Toll-free numbers are supported, though some carriers do not support outbound calling from a toll-free line. Check with your carrier before you configure callback on a toll-free number.
I will soon update the article to reflect this. I hope that helps!

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Thanks Rob.  To clarify - if our customers call our support line, which is a toll-free number, and in the IVR, request a callback, our agents will be able to call them back as an outbound call?  BUT, this may not work if the customer calls us from their toll-free number and requests a callback; we may not be able to complete that as a callback.  Do I have that right?  Thank you!

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