How to Schedule a Personal Callback

How to Schedule a Personal Callback

A callback is a disposition that allows you to set a date and time so that the system will call back the lead at a later time. A personal callback is assigned to a specific agent only. Usually agents schedule their own personal callbacks, however, managers have the ability reassign a callback to another agent or to change it to a system wide callback.

 

Step 1. When you are ready to end the call, click on the Hangup Customer button. The disposition screen will appear.

 

Step 2. Click the CALLBK-Call Back disposition.

 

Step 3. Click SUBMIT. A popup window will appear for you to select a date, time, and to enter comments.

 

Step 4. Click in the My Callback Only checkbox to assign the callback to yourself. This checkbox may be setup to be checked by default if your manager wants all callbacks to go back to the agent that scheduled the callback.

 

Step 5. Click in the Schedule a Date field. A calendar popup will appear for you to select a date. Click on the arrows at the top of the calendar to scroll through and select a month. Click on the date within the month selected.

 

Step 6. Choose the Hour, Minutes, and if AM/PM from the drop down to select what time to call back the lead. For example, if you choose 3 from the Hour drop down, 05 from the Minutes drop down and PM, the system will callback the lead at 3:05 PM.

Note: It is important that you schedule the callback according to the server’s time since this is when the lead will be put back into the system. The server’s time can be seen on the lower right side of the agent screen.

 

Step 7. (optional) Click in the CB Comments box to enter comments to be seen when the callback is loaded back into the system.

Step 8. Click Submit.

 

To view your personal callbacks, click here: How to Access Personal Callbacks