Suggestion for Callbacks (and Dial List)

Dec 14, 2010 07:50 PM PST
Tim Van Every
Insurance and Membership Service
I think it would be good if the callback pop-up had an option to:
a) have a terminate callback (as well as Yes/No buttons) for when the callback number is obviously incorrect. Currently there seems to be no way to remove a callback if the customer has left an incorrect or incomplete number, say 123456 which will never be able to connect. The system just tries to call the number several times and fails each time.
This would also be a good addition as an option for dial list pop-ups to, ideally with a system admin option to determine if the button is available or not by dial list. ................................................................................................................................................

b) add more info/customize the callback popup with more data, such as the ANI the customer called from, time of call, queue they called into etc and any other customer data that may be relevant, perhaps from a customer database etc.
The option to customize the pop-up windows for callbacks and dial lists would be good.

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