Sign up with GoogleAll callers (who are calling from a Vodacom MSISDN) to 082 155 will be offered Voice call back up front, immediately after the "for record and quality .. your call may be recorded" message.
The caller has to press hash to indicate to the system that s/he would like to get a call back. When the caller presses hash, the caller will be told something along the lines of "Thank you ... Vodacom will return your call" and the call is terminated.(Note: If the caller does not press the hash key but terminates the call, the system will not schedule a call back request)
If the caller does not accept call back at that stage, and queues, s/he will be offered the call back option again at a later stage. The same principles apply.. the caller HAS to press the hash key to confirm the call back request.
There is a certain "time limit" within which the caller has to press the hash key, else the system will treat it as no input received and the call is queued (this is quite long though,currently set to 10 seconds. This basically means that if the caller pressed hash 11 seconds after the request, the system will not recognize this input. But then the caller will also NOT hear the message saying that Vodacom will call them back, they will receive standard queue treatment. (If you press the hash key a little too late, there is a short moment of silence and then the normal queue music starts. I.e. No call back request registered.
Once the call back has been requested, the system keeps the call information and holds the "space" in the queue for the caller. When an agent with the correct skill becomes available, the agent is reserved and the call connected to the caller.
But if a caller is impatient and calls Vodacom back before we return the call, then we cancel the call back request and queue the call as per normal.
Please note that currently the Call-Back option only comes around every 480 seconds. So rather use it the first time you hear it!
The caller has to press hash to indicate to the system that s/he would like to get a call back. When the caller presses hash, the caller will be told something along the lines of "Thank you ... Vodacom will return your call" and the call is terminated.(Note: If the caller does not press the hash key but terminates the call, the system will not schedule a call back request)
If the caller does not accept call back at that stage, and queues, s/he will be offered the call back option again at a later stage. The same principles apply.. the caller HAS to press the hash key to confirm the call back request.
There is a certain "time limit" within which the caller has to press the hash key, else the system will treat it as no input received and the call is queued (this is quite long though,currently set to 10 seconds. This basically means that if the caller pressed hash 11 seconds after the request, the system will not recognize this input. But then the caller will also NOT hear the message saying that Vodacom will call them back, they will receive standard queue treatment. (If you press the hash key a little too late, there is a short moment of silence and then the normal queue music starts. I.e. No call back request registered.
Once the call back has been requested, the system keeps the call information and holds the "space" in the queue for the caller. When an agent with the correct skill becomes available, the agent is reserved and the call connected to the caller.
But if a caller is impatient and calls Vodacom back before we return the call, then we cancel the call back request and queue the call as per normal.
Please note that currently the Call-Back option only comes around every 480 seconds. So rather use it the first time you hear it!
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