Scheduled Callbacks

Has anyone figured out how they might use native BPCC functionality to care for a scheduled customer callback?

The initial user story (below) is relative to an after-hours condition however, this might apply to any condition where there is no available staffing to handle a voice conversation.

  1. Customer calls after hours
  2. Announcement plays to offer the customer the opportunity to;
    a. Leave a voicemail
    b. Schedule a Callback
    i. Enter a specific day (we are not assuming that it is automatically the next day)
    ii. Time (within the HOOPs)
  3. Customer opts for 2b, schedule callback
  4. Customer provides data for when the callback would be scheduled
  5. Scheduled day/time is confirmed
  6. Call disconnects
  7. System reserves agent at scheduled time for the callback
  8. Agent is connected to customer and completes transaction at the time desired by the customer.

Assumptions:

  1. We would assume using customer DTMF responses however, we could also see a use of STT to capture that response and log it.
  2. We would anticipate that this is a “one-and-done” opportunity (similar to VQ Callbacks).
  3. We would need to identify how this is reported on. Operations leadership will want to be able to schedule a report that would show specifically how many of these opportunities are scheduled, the customer ANI, the time they are scheduled for, and the status (success/failure) of that opportunity.

We have contemplated using a dialer campaign or, in the case of the client that is asking for this, leveraging the integration we have with the client SFDC.

Thoughts would be welcome on any best practices/recommendations.

Thanks,
~tim

Tim, my two cents from what i’ve seen before. The use of Dialer and List API is the way to go, but the challenge is to collect the information from the customer to make sure the date is captured correctly.
So the nicest way would be to Create a simple website page with the nice form to collect the necessary data and then use LIst API to post the record into the list and dialing campaign with the scheduled time inside the record. And you can send SMS to the customer with the URL to that web page.

This may sound a bit more complex than needed, and we considered to build something internally for that before, but couldn’t find a proper use case for the scheduled call back.

Do you mind to share why do you think scheduled call back is important in this case, vs just an immediate call back.

It is the after-hours nature of it and, if we have a caller reach out after HOOPs close at 0100, we do not want to risk calling that person back when the agents login for HOOP open at 0500.

The customer perspective is that we should be able to let the caller tell us when they are going to be available to accept a callback from agent - then scheduling that is the desired CX.

But is the use case you’ve mentioned that you are not assuming that it is automatically the next day, why ? Seems like a logical assumption if you’re talking about after hours, isn’t is ?

This could happen over a weekend when the contact center is closed. So the earliest the callback would happen would be Monday.

Also, I am not sure how a website would work with a voice call.