Hello Community, 

Under our current process, to place an outbound call or a client callback, agents must first go off-queue in order to avoid receiving another call while placing the outbound. 

This process causes them to show up out of adherence whenever they need to make an outbound call which may happen multiple times a day.

Has anyone found a successful method for handling outgoing calls without compromising the adherence of the agents? Ideally, we are looking for a process that requires the least amount of manual intervention.

Thanks!

Hello Community, 

Under our current process, to place an outbound call or a client callback, agents must first go off-queue in order to avoid receiving another call while placing the outbound. 

This process causes them to show up out of adherence whenever they need to make an outbound call which may happen multiple times a day.

Has anyone found a successful method for handling outgoing calls without compromising the adherence of the agents? Ideally, we are looking for a process that requires the least amount of manual intervention.

Thanks!

To add to Morris's response below (which is definitely an option if you are referring to the actual callback media type!)

Many of the organizations I work with have opted to extend after call work timers for these types of agents. Then, while connected to the ACW of the previous call, they can manually dial out on behalf of the queue.

This allows them to stay in adherence with their schedule by remaining On Queue but avoid getting connected to an inbound call by being in ACW. Once they've dialed out, they click "done" on the previous interaction's ACW.

Hello Community, 

Under our current process, to place an outbound call or a client callback, agents must first go off-queue in order to avoid receiving another call while placing the outbound. 

This process causes them to show up out of adherence whenever they need to make an outbound call which may happen multiple times a day.

Has anyone found a successful method for handling outgoing calls without compromising the adherence of the agents? Ideally, we are looking for a process that requires the least amount of manual intervention.

Thanks!