Outbound calls and callbacks
Declining an outbound contact
You can decline an outbound contact if you are unavailable to accept a call. Change your status to Not Ready if you are unavailable to handle contacts.
Procedure steps
Step Action
1On theAgent Desktop work item, click Reject.
Placing an outbound call
Place an outbound call by accepting or opening an outbound contact. You can then review the customer details and outbound contact script. Your outbound administrator can configure the outbound calls to be made immediately after you accept a call, or specify a number of seconds before the call is placed.
After you accept or open an outbound contact, you can call the customer and perform the following tasks:
•Verify customer information. After you successfully place the call, confirm that you have reached the correct customer by reviewing the contact information with the customer.
•Follow the script or complete the questionnaire, if applicable.
•Complete the call and assign a disposition code, schedule a callback if required, enter any applicable notes, and save the call results.
Prerequisites
•Understand how to use a script.
•Understand how to record the result of a call.
Procedure steps
Step Action
1On the Agent Desktop Action bar menu, click Initiate.
2In the Enter Destination window, click OK to dial the default customer telephone number.
3If you can speak with the customer, proceed with the call by using a script, if applicable.
4If you cannot speak with the customer, record the result of the call to update the contact with the appropriate disposition code, reschedule the call, and add any applicable notes.
| 2 December 2010 41 |
