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  • 1.  Outbound Calls & callbacks negative impact on adherence

    Posted 08-29-2024 13:28
    No replies, thread closed.

    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!


    #Workforce Management
    #Monitoring/Adherence

    ------------------------------
    Tam Cao
    i3Vision Technologies Inc.
    ------------------------------


  • 2.  RE: Outbound Calls & callbacks negative impact on adherence

    Posted 08-30-2024 11:17
    No replies, thread closed.

    Hi Tam,

    They don't need to go Off queue. Under Contact Center > Utilization, ensure that callbacks can't be interrupted by a direct call and ensure the "Count non-ACD calls in utilization capacity" box is checked.



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    Morris Mbae
    Gazelle Communications Corporation
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  • 3.  RE: Outbound Calls & callbacks negative impact on adherence

    Posted 09-03-2024 11:26
    No replies, thread closed.

    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.



    ------------------------------
    Shelby Cronk
    C1
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  • 4.  RE: Outbound Calls & callbacks negative impact on adherence

    Posted 09-03-2024 11:42
    No replies, thread closed.

    Shelby and Morris, thank you for your insights! This is such a great community! 



    ------------------------------
    Tam Cao
    i3Vision Technologies Inc.
    ------------------------------

    Original Message


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