The Automatic Callback Dialer function of the ArenimTel Call Center software automatically returns missed calls and assigns them to available call center agents, making the handling of missed calls more efficient.
How does Automatic Callback Dialing work?
To see the list of your missed calls waiting to be returned, log into ArenimTel’s customer portal, click Reports and select “callback dialer”. The schedule (time period) and conditions for automatic callback can be set through the customer portal – you or your call center leader can adjust these settings for yourself at any time.
The following related parameters can be set or modified freely via the portal:
- callback period: from / to interval when the function should be active
- edit callback list : manually add or remove numbers from the list
- minimum available agents required (min. 1)
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"ArenimTel helps us make our team more efficient, allowing us to provide faster and more efficient service to our customers. They understand our values and needs, hence our close cooperation."
"We really appreciated the fact that they wanted to understand and address our needs instead of forcing a mass-produced product on us."
"ArenimTel has helped us radically change our customer experience: ever since we started using it, we’ve been able to communicate with our customers in a much more professional way. It also helps us grow better by the week, which is a top value of our company."
"ArenimTel provides smooth and reliable operation; thanks to it, we are no longer losing customers through the phone."
"We were looking for a customer-centric team. Our top concerns were not having to integrate a whole new system and rent and operate servers – which would have skyrocketed our costs – but pay a per-user fee instead, as well as having a proactive service provider. We are very satisfied with this service."
Automatic Callback in Practice
The system performs checks in the active callback period. If the required minimum number of call center endpoints (agents) are available at the moment of checking, the system assigns a new call. The call is added to a wait queue shared by all call center extensions. The system continuously performs these checks and keeps assigning more and more calls to agents whenever the conditions are met.
Available agent extensions ring when a call in the wait queue is about to be initiated. When a call center agent answers this signal, the system starts dialing the customer’s number. Upon answering the call, the system automatically records call status data:
- the number to call back,
- time of callback
- status of callback:
- 0 – not yet called back
- 1 – callback in progress
- 2 – callback successfull
- 3 – callback unsuccessfull
- 4 – callback attempted but unsuccessfull, agent did not receive
To learn more about the ArenimTel Call Center Software, please click here!