Callback
3 min
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.
Related pages
- Callback ManagementCallback Management
- Callback Management in a CampaignCallback Management in a Campaign
Have a question?
Our knowledgeable support team and an awesome community will get you an answer in a flash.
To ask a question or participate in discussions, you'll need to authenticate first.