Glossary
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Glossary Callback Messaging
Callback Messaging
Callback Messaging is used when a caller prefers to be called back rather than being put on hold. They are given the option to leave an oral message or they can leave a callback number using the touchtone pad.
AnswerConnect uses a system that allows all callers to talk directly to a live operator when they call, without holding, except in cases of extreme call volume. It is very rare, however, that a caller calling into our call center ever has to wait for an operator, due to our enhanced call routing and staffing models.