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Callbacks

A Callback is a scheduled reminder to contact a donor at a specific, future date and time. It is the primary tool for managing follow-up actions within the Evergiving Call Center, ensuring that no donor request or agent commitment is forgotten. Callbacks move a record out of the main calling pool and back into it at the optimal moment, creating a reliable and efficient workflow.

Note

Callbacks can also be scheduled as part of the face-to-face process. Read more about [[Welcome Call Schedular]].

How Callbacks Work

When an agent cannot complete a call (e.g., the donor asks to be called back later), they can schedule a Callback instead of closing the record. This action creates a time-based trigger within the system.

  1. Scheduling: An agent sets a Callback date, time, timezone, and reason while on a call or viewing a donor record.
  2. Dormant Period: The record is temporarily surpresed from the main Call List to prevent other agents from contacting the donor prematurely.
  3. Activation: When the scheduled date and time arrives, the record is presented to an available agent in the relevant team.

Callback Concepts and Uses

  • **Call Attempt Outcome (Check)Call Back Ques vs Callback Agent. **Will it prioritise meeting with me or the next available agent.
  • Donor-Driven Scheduling: Respect donor preferences by calling them at their requested time, which significantly increases the chance of a successful contact.
  • Agent Workflow Management: Callbacks act as a personal to-do list for agents, allowing them to manage their follow-ups without relying on memory or external tools.
  • System-Wide Visibility: While often assigned to a specific agent or team, Callbacks can be configured to be available to all agents, ensuring the call is made even if the original agent is unavailable.
  • Queue Management: The "Call Back Queue" provides a centralized view of all upcoming and due callbacks, allowing managers to monitor workload and ensure timely follow-up.

Callbacks are essential for maintaining momentum in donor conversations and are a cornerstone of an effective, respectful telephony strategy.

Example scenarios

Shift worker needs time outside - we can overide the defined ties.