14. Callbacks

Owned by PeterF (Deactivated)
Sept 06, 2016

Callbacks

Noojee Campaigner supports two type of callbacks:

  • System Callbacks
  • Agent Callbacks

System Callbacks

System Callbacks are automatically generated by the Dialler in specific circumstances such as an engaged line. A supervisor can control the timing of System Callbacks through the Campaign Template screen. Agents do not need to worry about System Callbacks as these happen 'under the hood'.

Agent Callbacks

When making outbound calls there are many circumstances when you need to call back a lead. Callbacks can be used to:

  • close a sale out
  • call a customer back at a pre-arranged time
  • log a long term call back
  • make a telephone appointment

Noojee Campaigner allows an Agent to set a callback on a lead during the call or during the wrap up period. Call backs are set by selecting a disposition which as the 'Callback Required' flag set.

When an agent selects a disposition that has the 'Callback Required' flag set they will be prompted to enter a date and time for the callback. The 'callback date selector' will be displayed in the Statistics Area of the Dialler screen. An Agent may select a date or a date and time for the callback.

When the Callback falls due the Dialler will automatically pick up the callback and dial it the next time the Agent is off the phone. Note: the Agent must be working within the Allocation the callback is set against at on or after the due date or time. The Allocation Selection screen displays information on upcoming and due callbacks to aid in selecting Allocations to work on.

Client Approved Callback

A Client Approved callback should only be used when an agent speaks to a customer and the customer explicitly asked to be called back.

To allow Client Approved callbacks the supervisor must first set up a 07. Dispositions enabling the 'Client approved callback' check box.

When an agent is on a call and the customer request the Agent calls them back, the agent then select the disposition setup by the supervisor (as above) to make the lead as a 'Client Approved Callback'.

Client approved callbacks are handled differently to simply agent or system callbacks. As the agent has the client's approval to call them back it is usually reasonable to attempt the callback more times that would be acceptable for an Agent or System callback. As such you can separately control the retry attempts on a Client Approved Callback via the 04. Campaign Template screen.

Priorities

Often an Agent will enter an allocation when there are many callbacks due and the callback may be of a different type. For example one callback may be for a 'no answer' and as such is not time critical, whereas another callback may be to 'close out sale' at an agreed time which will be more time critical.

Callbacks can be prioritised to ensure that the critical callbacks are dealt with first. Prioritisation of Callbacks is done by setting a priority on the Disposition code. Callbacks on leads with a Disposition Code that has a high priority (where 1 is the highest priority) will be called before callbacks with a lower priority.

Within a Priority level Callbacks with a specific time will take priority over Callbacks with just a Date.