Good Afternoon, What is the best practice for agents to return call backs the next day. We do not want them returning call backs to early or to late in the customers time zone.
*Current work around would be to turn the call back utilization to zero for each agent until it is time to make call backs. ( Very time consuming) Is there a better method?
Example: Agent is in Central time zone, agent starts work at 6:00am and there is a call back waiting to be made in Pacific time zone.
If it is 6:00am CT then it is 4:00 am PT.
Thank you in advance!
#Routing------------------------------
Wendy Dodson
Sedgwick Claims Management Services, Inc.
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