Genesys Cloud - Main

Hi,

Another "what do other people do" type question....

So, we all know how offering a customer the option to be called back rather than waiting in queue for an extended period, is good CX, particularly if wait times are long. But how do you deal with "Voicemail Tennis"?

Say a customer requests a callback, the agent places the callback but the call goes unanswered / goes to voicemail? What we want to happen is for the agent to return the callback to the queue to try again later. The nearest I have been able to figure is to give the agent a button in the callback script to Schedule another callback, but won't this be a new interaction? When that callback occurs. will the agent be able to tell this is the second (or third or...) attempt? Is there any way to limit the number of attempts? (I'm assuming that if we can detect previous attempts, we can disable the callback button in the script, but...)

Or do you just leave a message saying "we tried to call, but you didn't answer. Please call us again"?

TIA
#ArchitectureandDesign

The best experience is to have the agent schedule a new callback from that one.  No, it will be part of the same conversation and reporting.  I would much rather hear a voicemail that says "we will call you back later" than "call us back and play voice tag".  If you do leave a message for them, have them call back on a priority number or have the system see that there is a callback in queue or a previous call that day and prioritize them in the queue.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 04-11-2022 12:04
From: Paul Simpson
Subject: Unanswered Callbacks

Hi,

Another "what do other people do" type question....

So, we all know how offering a customer the option to be called back rather than waiting in queue for an extended period, is good CX, particularly if wait times are long. But how do you deal with "Voicemail Tennis"?

Say a customer requests a callback, the agent places the callback but the call goes unanswered / goes to voicemail? What we want to happen is for the agent to return the callback to the queue to try again later. The nearest I have been able to figure is to give the agent a button in the callback script to Schedule another callback, but won't this be a new interaction? When that callback occurs. will the agent be able to tell this is the second (or third or...) attempt? Is there any way to limit the number of attempts? (I'm assuming that if we can detect previous attempts, we can disable the callback button in the script, but...)

Or do you just leave a message saying "we tried to call, but you didn't answer. Please call us again"?

TIA
#ArchitectureandDesign

------------------------------
Paul Simpson
AAA Club Alliance Inc.
------------------------------

Robert,

Thanks, this is exactly the kind of "how other people are doing it" that we are after :-) I'm guessing that if we want any continuity between the callbacks, we're going to have to go off-road and create a Data Action to put the Callback into the queue.

It's important that the agents are kept informed on the callback process so we don't leave a seemingly unending stream of "we tried to call you, we'll call you again later" type messages...

If you go the data action route, you will create a new interaction.  I would suggest you "requeue" the callback with a script button or the client button to keep it the same callback/call conversation.  You can update notes and schedule a callback using a button on the script so when the next agent gets the callback, they will see what happened on the last call.  I am thinking buttons with something like Callback - Left VM, Callback - Call Later, Callback - No answer/Busy that writes that to the notes and then schedules callback in a couple of hours.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 04-11-2022 15:10
From: Paul Simpson
Subject: Unanswered Callbacks

Robert,

Thanks, this is exactly the kind of "how other people are doing it" that we are after :-) I'm guessing that if we want any continuity between the callbacks, we're going to have to go off-road and create a Data Action to put the Callback into the queue.

It's important that the agents are kept informed on the callback process so we don't leave a seemingly unending stream of "we tried to call you, we'll call you again later" type messages...

------------------------------
Paul Simpson
AAA Club Alliance Inc.

Original Message:
Sent: 04-11-2022 13:03
From: Robert Wakefield-Carl
Subject: Unanswered Callbacks

The best experience is to have the agent schedule a new callback from that one.  No, it will be part of the same conversation and reporting.  I would much rather hear a voicemail that says "we will call you back later" than "call us back and play voice tag".  If you do leave a message for them, have them call back on a priority number or have the system see that there is a callback in queue or a previous call that day and prioritize them in the queue.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 04-11-2022 12:04
From: Paul Simpson
Subject: Unanswered Callbacks

Hi,

Another "what do other people do" type question....

So, we all know how offering a customer the option to be called back rather than waiting in queue for an extended period, is good CX, particularly if wait times are long. But how do you deal with "Voicemail Tennis"?

Say a customer requests a callback, the agent places the callback but the call goes unanswered / goes to voicemail? What we want to happen is for the agent to return the callback to the queue to try again later. The nearest I have been able to figure is to give the agent a button in the callback script to Schedule another callback, but won't this be a new interaction? When that callback occurs. will the agent be able to tell this is the second (or third or...) attempt? Is there any way to limit the number of attempts? (I'm assuming that if we can detect previous attempts, we can disable the callback button in the script, but...)

Or do you just leave a message saying "we tried to call, but you didn't answer. Please call us again"?

TIA
#ArchitectureandDesign

------------------------------
Paul Simpson
AAA Club Alliance Inc.
------------------------------

That´s a very intersting comversation for me. Thank You. We went the route with the script and requeueing the callback. Only problem I have is that the callback does not keep entered Notes in a Text Field at first time. If I were to requeue it a second time, the callback keeps the Note. Could You tell me what I have done wrong?

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Original Message:
Sent: 04-11-2022 16:11
From: Robert Wakefield-Carl
Subject: Unanswered Callbacks

If you go the data action route, you will create a new interaction.  I would suggest you "requeue" the callback with a script button or the client button to keep it the same callback/call conversation.  You can update notes and schedule a callback using a button on the script so when the next agent gets the callback, they will see what happened on the last call.  I am thinking buttons with something like Callback - Left VM, Callback - Call Later, Callback - No answer/Busy that writes that to the notes and then schedules callback in a couple of hours.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 04-11-2022 15:10
From: Paul Simpson
Subject: Unanswered Callbacks

Robert,

Thanks, this is exactly the kind of "how other people are doing it" that we are after :-) I'm guessing that if we want any continuity between the callbacks, we're going to have to go off-road and create a Data Action to put the Callback into the queue.

It's important that the agents are kept informed on the callback process so we don't leave a seemingly unending stream of "we tried to call you, we'll call you again later" type messages...

------------------------------
Paul Simpson
AAA Club Alliance Inc.

Original Message:
Sent: 04-11-2022 13:03
From: Robert Wakefield-Carl
Subject: Unanswered Callbacks

The best experience is to have the agent schedule a new callback from that one.  No, it will be part of the same conversation and reporting.  I would much rather hear a voicemail that says "we will call you back later" than "call us back and play voice tag".  If you do leave a message for them, have them call back on a priority number or have the system see that there is a callback in queue or a previous call that day and prioritize them in the queue.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 04-11-2022 12:04
From: Paul Simpson
Subject: Unanswered Callbacks

Hi,

Another "what do other people do" type question....

So, we all know how offering a customer the option to be called back rather than waiting in queue for an extended period, is good CX, particularly if wait times are long. But how do you deal with "Voicemail Tennis"?

Say a customer requests a callback, the agent places the callback but the call goes unanswered / goes to voicemail? What we want to happen is for the agent to return the callback to the queue to try again later. The nearest I have been able to figure is to give the agent a button in the callback script to Schedule another callback, but won't this be a new interaction? When that callback occurs. will the agent be able to tell this is the second (or third or...) attempt? Is there any way to limit the number of attempts? (I'm assuming that if we can detect previous attempts, we can disable the callback button in the script, but...)

Or do you just leave a message saying "we tried to call, but you didn't answer. Please call us again"?

TIA
#ArchitectureandDesign

------------------------------
Paul Simpson
AAA Club Alliance Inc.
------------------------------