Imagine a situation where an agent calls the contact and the contact is busy with other commitments but is also interested in hearing about your campaign. The callback feature allows your agents to engage with the contacts at their preferred time by scheduling a callback. The callback feature thus improves the overall reach of the campaign and encourages quality conversations.
How does the callback feature work?
Note: For agents to be able to schedule a callback for a contact, campaign managers have to select the "Callback" disposition in the "Set Call Disposition" survey.
During the conversation, if the contact asks for a callback, the agent needs to select the "Callback" disposition while filling the survey. This opens up the callback widget and the agents could schedule a call by adding a date, time, and timezone based on the preference of the contact.
The system will automatically call the contact again at the scheduled time to connect him with the agent.
While setting up a callback, agents can select from options "At" and "Between", select the time frame and the timezone.
Note: It would not be possible for an agent to schedule a call out of the campaign schedule or at a previous time. If the campaign is finished (all numbers are called), the agent needs to join the campaign again (2 minutes before) to make scheduled calls.
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.
- Scheduled: Number of callbacks scheduled in the current campaign.
- Attempted: Scheduled callbacks attempted from the current campaign.
- 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.
You can also generate a report from the report section
Here, the manager can filter the results based on available options and export the results for your records or create a new phonebook to use in your next campaign. The manager could also re-schedule the callback if required by clicking the Callback Status.