How to Schedule a Callback in CallCenter Campaign.

Did a contact ask you to call at a later time? You can schedule a call back in CallHub's call center and the system will call them automatically.

The Schedule a Callback feature lets agents connect with contacts at a time that works best for them. By giving contacts the option to choose when they want to talk, campaigns can increase reach and build more meaningful conversations.

How does the "Schedule a Callback" feature work?

Campaign managers must enable the “Callback” disposition in the Set Call Disposition survey. This allows agents to schedule callbacks during live calls.

Scheduling a Callback

1. During a conversation, if the contact requests a callback, the agent selects the “Callback” option in the survey.

2. A callback widget opens, where the agent can:

   • Choose a date

   • Select a time

   • Confirm the timezone (based on the contact’s preference)

3. The system will automatically place the call at the scheduled time and connect the contact with the agent.

While the agents schedule a callback, they need to select from options "At" and "Between" and select the time frame and the timezone.

Note: Agents can only schedule callbacks within the campaign’s active schedule and not for past times. If the campaign has already finished (all numbers have been called), the agent must rejoin the campaign at least 2 minutes before the scheduled callback to ensure the system places the call.

Where can I see the scheduled callbacks?

On the admin console, CallHub displays the number of scheduled, attempted, and unattempted calls on the overview page.

1. Scheduled: Number of callbacks scheduled in the current campaign.
2. Attempted: Scheduled callbacks attempted from the current campaign.
3. Unattempted: Number of scheduled callbacks that are unattempted. 

A call is marked as unattempted if no agent is available to take the call at the scheduled time, Or the campaign is not active (campaign state is set to STOP or PAUSE) when the call is scheduled.

Generate a report from the report section

As a campaign managers you can filter callback results using the available options and either export the data for records or create a new contact list for future campaigns. If needed, you can also reschedule a callback by clicking on the Callback Status.

If you have questions or need assistance with scheduling callbacks in your Call Center campaigns, our support team is ready to help. You can submit a request, use the live chat on your dashboard, or email support@callhub.io.