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144 N 7th St. #417 Brooklyn, NY 11211​

​Phone: ​1-888-710-4782

Fax: 888-812-2284

718-210-3241

Scheduling Callbacks

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Scheduling a call back is a great tool to build on the customer relationship established on the initial call.  Agents should always attempt to schedule a call back when the customer is unavailable to speak about the status of the account or our product offers. 

  1. The Schedule Callback tool is accessible by selecting the third (last) tab of the Wrap Up Menu
     

  2. Select the call back date- among some quick options such as “Same Time Tomorrow” or “In 2 Hours” there is also an option to select a specific date by clicking the calendar button.If one of the “Quick Options” is not selected the next step will be selecting an appropriate time for the call back. The call back time options are only available in 15 minute intervals. The time zone should remain unchanged as by default it is set to NY EST.
     

  3. Select the owner – To ensure that the same agent who took the initial call follows up with the customer, the “Owner” toggle should be switched to “Me”.  If an agent expects to be out of the office on the requested call back date by the customer this toggle should be switched to “Anyone” and the customer should be alerted that it will be another representative who will follow up.
     

  4. Notes – Although the call should be documented in Orion, the Notes section provides an option to leave a note that will be accessible at the time of the call back.
     

  5. Schedule- This button has to be pressed to finalize the scheduling of the callback.
     

  6. Finish- This button also has to be clicked to record the scheduled call back disposition.

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