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Click the “Callbacks” button in the Dialer:
Select the callback option that makes the most sense for the situation. When in doubt, default to the first option.
Select the date and time along with a note. Notes should be detailed. Refer to the example below:
The above note states the purpose of the callback, the customer’s current plan, and the plan the customer is interested in. This will allow you to pick up right where you left off. It also includes personal details about a surgery and grandchildren which may be referenced during the next discussion to continue building rapport and show your level of care and commitment to the customer.
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Label the appointment reminder
Enter the reminder date
Enter the time
Make sure the reminder is set. It usually defaults to '15 min before'
Copy-paste notes left earlier from the Exclusive Callback
| Note |
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Do not enter PHI into your calendar. |
Outbound Strategy
If the customer doesn’t answer, leave message with your direct line.
If they don’t return your call, try again in 3-5 business days.
On the 3rd attempt, leave a message stating this is your last outreach attempt. This is a an effective way to prompt a return call.
Don’t forget to account for the customer’s time zone when scheduling and placing calls.
Schedule during slower times (mornings/weekends).
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