LL - Call Next Process

Training Video

Call Next Process -

When a customer needs to have a callback - the receiving agent should send an email to the customer, then assign the "call next" tag.
Placing this tag on the ticket copies the ticket to the "call next folder"
Leave the ticket in Active Status, and Unassigned
As agents take their Outbound call time, they should view the Call Next folder first, returning all the calls that are in their time zone.
If the call next folder is caught up, the agent should go to the "unassigned" box and return voicemails oldest to newest.
If all "call next" and all voicemails in ALL email boxes are caught up - then the agent should use the remaining outbound time to do incoming emails or chats.
Please check the schedule for your assigned outbound time.
Assigning tickets is something that should be avoided. (either to yourself or to other agents), because it can be disruptive to that agent's workflow, and if that agent is on leave or calls in sick, that assigned ticket may go unnoticed increasing the amount of time for the customer to receive a response.
In the rare situation when you need to assign a ticket to another agent, you should make a thorough note on the ticket - and slack that agent the note, so they are aware as well.