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No callback task should be created for sales team if the booking is already outside the cooling-off period.
FIRST CALL RESOLUTION
ENGAGE WITH THE CUSTOMER
Ask about the client’s concerns.
Provide assistance if possible, instead of immediately transferring the call.
HANDLING CALL BACK REQUEST
If a callback is requested, the CS agent must:
Gather the client's concern.
Relay the details to the appropriate person or department.
Provide a summary of information to improve efficiency and resolution time.
By following this process, we enhance communication, reduce delays, and improve customer satisfaction.
Keywords: callback outside hours, COP callback, call outside customer operating period, delayed callback request, after-hours enquiry
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