We call your customers back at the agreed time.
As your outsourced outbound team, we handle scheduled callbacks, follow-ups on missing documents and contacts with existing customers. Cold calling is not part of it: every call needs a documented legal basis.
This is how a callback list becomes a documented result.
Check the legal basis
Before the first call, we clarify the reason, the data basis and the legal basis with you. Without consent or an existing case, no calls are made.
Call at the agreed time
We call within the promised time window, identify the person and conduct the conversation using an agreed script.
Record the outcome
We document outcomes, follow-up tasks and objections to further calls in your system. People we cannot reach are resubmitted according to agreed rules.
This is what clients use our outbound team for.
Callbacks from the hotline
If an enquiry cannot be resolved on the phone straight away, we arrange a callback and keep to it. Callbacks are a separate KPI in our reporting.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about outbound and callback service.
Question not listed? We reply within one working day.
Under § 7 UWG, promotional calls to consumers are only permitted with prior express consent, which must be documented under § 7a UWG. For calls to businesses, presumed consent is sufficient in Germany; in Austria, prior consent is required there too. Agreed callbacks and calls to process an existing case are based on the person’s own request. We clarify with you and your data protection team which basis applies in each case before the project starts.
No. We do not call consumers without consent. We focus on callbacks, follow-ups and contacts with your existing customers on a sound legal basis.
A time window is agreed during the call and recorded in the system. The outbound team calls back within that window with the documented case history in front of them. That way, nobody has to explain their enquiry again.
We agree the number of attempts, time windows and next steps with you in advance, for example a letter or email after the last attempt. Every attempt is documented so that the history remains traceable.
We report outcomes and callbacks on an ongoing basis and in the monthly report. In the monthly review meeting, we discuss anything unusual and adjust the script or time windows where needed.
