If you are on a call, you may have the option to schedule a callback for a customer via a disposition in the call controls section or if the disposition option is embedded in a script. You can either route that customer to the next available agent or to a scheduled callback list, depending on how the administrator set it up.
If you have access to scheduling a callback, you can ask the customer for a preferred callback date and time so you can set this up in the system. You can also enter notes pertaining to the reason for a callback via the disposition notes field.
Please keep in mind that an administrator may also assign a scheduled callback for an agent.
Let’s discuss below how an agent can schedule a callback.