Engage Voice | Using the callback feature in Agent
The callback feature in Agent allows you to schedule and call leads or customers at a later date and time. This feature can be helpful in instances like when an agent calls a lead and discovers that it may not be a good time for that lead to talk but the lead is interested in receiving a call at a later time.
There are several ways an agent can set up a callback. One way is if the supervisor or administrator assigns a callback. Agents themselves can also schedule a callback via a disposition in the dialpad or if embedded in a script. Finally, an agent can choose to call back a lead or customer via the Call History menu option in the left nav bar.
Now let’s discuss how to schedule a callback with a lead or customer.
Scheduling a callback
If you are on a call, you may have the option to schedule a callback for a customer via a disposition in the dialpad 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.
Scheduling a callback via a disposition
If configured correctly by an admin, an agent can schedule a callback upon submitting a disposition by following these steps:
1. While on a call, select the Disposition button under the dialpad (or in a script) to open the Disposition modal window
2. Enter any notes related to the call, including the reason for the callback
3. Click the Disposition dropdown and select the disposition that will trigger the scheduled callback
4. Check the Set a specific callback time box to reveal callback settings
5. Select the Lead’s timezone
6. Set a Callback date by either entering the date in the field or selecting a date via the date picker at far right
7. Set a Callback time by either entering the time in the field or selecting a time via the time picker at far right
8. Select Submit to close the modal window
Accessing callbacks
As mentioned above, when a callback is set in the system, depending on how it’s configured, the system will perform your callbacks either by routing it to the next available agent (within a specific group or campaign) or by routing it to your bucket via the Callbacks list.
Let’s discuss where an agent can view their callbacks. On the left navigation bar, click on Callbacks. You can view a list of callbacks that you or an administrator has set for you under the My Current Callbacks or My Future Callbacks section.
My Future Callbacks contains all callbacks scheduled a day or more out. For example, if a call has been scheduled for two days later, that call will appear in this section. My Current Callbacks contains upcoming callbacks scheduled within the day.
Now let’s discuss further how to manage your callback list.
Managing your callbacks
All your callbacks will appear under Callbacks which you can access via the left-hand navigation bar. As we discussed above, your callbacks will appear either under My Current Callbacks or My Future Callbacks.
Callbacks will show any available information about the customer, including the lead list dial group they belong to, their name, number, and callback date and time. In the lead information section, if you click the pencil icon under the Detail column, the Lead Details modal will pop up. From here, you can access further information regarding the lead by clicking on History.
Under the My Current Callbacks list, you can select Flush Completed Callbacks to clear your callback list.
You can also click on the Refresh Callbacks button to make sure that the My Future Callbacks list is updated.
Performing a callback
It’s recommended that an agent use the Callbacks feature to get back with a customer. The system is designed to route that call automatically so the agent doesn’t have to manually call the customer back. In a one-off scenario, for example, if a customer gets disconnected while in the middle of an important transaction, it might be helpful to perform a manual callback right away.
You may do so by looking up that lead in your Call History. However, with regard to general callbacks, it’s best practice to use the scheduled callback feature. In this way, you don’t have to remember to call back a customer because the system efficiently does that for you.
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