Infographic · Callbacks
What should a callback list contain?
From lesson 2: Build a professional phone and callback system of the free course.
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Claudia Academy cover with the title “What should a callback list contain?” The subtitle says: five columns that make sure “I'll call you back” really happens, on paper or in a shared spreadsheet.
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The five columns of a callback list. Time: when the request came in. Reason: short and factual, without personal or medical details. Owner: one named person who calls back. Deadline: when you will call back by, as agreed with the customer. Result: what the call achieved and the next step.
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Three extra details for a good callback: the name and callback number, which you read back to check; the best time to call; and the number of attempts, for example two, with an agreement about what you do after that.
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A fictional example of one line in the callback list. Time: Tuesday at 10:20 AM. Reason: a quote for painting a living room. Owner: Anjali. Deadline: Tuesday before 4:00 PM. Result: called back at 2:05 PM, and an appointment to take measurements booked for Thursday.
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Four tips for keeping the callback list up to date: use one shared list for everyone; go through the open lines at fixed times, for example at 11:00 AM and 3:00 PM; only cross out a line once a result is written down; and keep the list out of reach of others and no longer than needed.
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Summary: with time, reason, owner, deadline and result, everyone knows who calls whom back, when, and how it ended.
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Pointer to the free Claudia Academy lesson on a professional phone and callback system, at claudia.bitsplease.org/en/academy/customer-service-system/lesson-2-phone-process.
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