Callback

overview the callback feature allows agents to schedule a call to a customer for a later time or date this is a critical tool for managing leads and for accommodating customers, whether the need for a callback arises from an inbound or outbound interaction how it works during or after a call, an agent can set a disposition of "callback " this prompts the agent to schedule a specific date and time callbacks can be personal (my callback), assigned only to that agent, or general (general callback), which are returned to the campaign queue for any agent to handle the system then automatically presents the callback lead at the scheduled time prerequisites a campaign must be active to dial the callback the "callback" disposition must be available to agents configuration steps step 1 create dispositions (codes and classes) log in to the administrator console or voice admin console navigate to system configuration > dispositions tab create code select an existing created disposition class schedule callback click add new code define the specific reason/code process stage 2 assign dispositions to a campaign (create plan) create plan navigate to the disposition plan sub tab click add and provide a mapping name for the plan assign codes open code assignment for the new plan check the boxes for all codes to be included uncheck codes that should not be used click apply assign to campaign go to the desired campaign (settings > advanced) in campaign settings, select the created disposition plan from the drop down use cases customer convenience a customer on an inbound call asks to be called back after a meeting the agent schedules a callback lead nurturing a prospect on an outbound call is interested but needs more time the agent schedules a callback for the following week benefits increased conversion rates properly managed follow ups on warm leads are far more likely to convert improved customer experience respecting a customer's schedule builds trust and rapport prevents lead wastage ensures that interested prospects are not lost simply because the initial timing was inconvenient