Futwork Rolls Out 3 New Telecalling Outcome Options To Replace ‘Call Later’

Earlier, while using Futwork, whenever there was a situation on a call where the receiver hung up the call abruptly or asked to call back at a specific time, it had to be marked as Call Later. This neither gave the proper reason for “Call Later” nor did it let callers redial immediately. After collecting feedback from callers, we have come up with three new useful outcome options that can help callers manage calls more easily & efficiently.

What Are Those Three Outcome Options?

#1. Instant Redial

#2. Scheduled Callback

#3. Busy or Improper Response

In this blog post, we would be taking you through all these outcomes and explain how & when you’re supposed to use them:

Outcome #1: Instant Redial

The first outcome is called Instant Redial. It allows you to call the same customer back instantaneously.

Where can you access it?

• First, you need to click on the ‘Navigation’ tab
• Then click on ‘Call Disconnected’
• Choose ‘Instant Redial’ from the dropdown that appears

When should you use this outcome?

The answer is, when you have formed a certain connection with the customer, at least started some kind of pitching and the call has dropped midway because of reasons like network error or call disconnection. Just to give you an example, after speaking to the customer for two minutes you’ve collected some detail and the call dropped. in such a scenario, you are required to use the Instant Redial outcome.

At times, you can get confused between when to use Instant Redial. When that happens, what you have to do is ask yourself this — “Do I have to call this customer right away?” If the answer is a resounding yes, then please use Instant Redial.

Here are some more examples to demonstrate the appropriate usage of Instant Redial compared to the other outcome options:

• In case a call gets dropped abruptly within 10 seconds of the call, do not use Instant Redial. Use Customer busy or Improper response.
• Suppose you’ve pitched the entire objective of a call to an interested customer and during data collection, the call gets disconnected midway. At that point, Instant Redial is the best outcome to go for.
• If the customer wasn’t interested and hung up the call, and you’re unsure about what to do, use the Busy or Improper Response outcome

Important things to remember

• When you use Instant Redial, the data collected on the previous call will remain collected. You can start the call right from where you left off.
• You will be asked to pick on a reason for your choice when you use the Instant Redial outcome. Select the most suitable option and proceed ahead.

Outcome #2: Scheduled Callback

The Scheduled Callback outcome allows you to schedule a call at a later date and time. For example, suppose you call someone named Rahul. After picking up the call, Rahul says, “Hey, I’m sorry I’m not able to speak right now. Could you call me back tomorrow at 4 PM?” Thus, the receiver has clearly given you a particular time, so you are required to use the Scheduled Callback outcome.

Where can you access it?

• Click on the ‘Navigation’ tab first
• Scroll down and click on the ‘Schedule Call Back’ button

When should you use this outcome?

The Scheduled Callback outcome should be used only when the customer has explicitly given you a date and time to call back.

Please do not choose this option if the customer said something like “I’m busy, call me later”. In that scenario, the Busy or Improper Response outcome will be more appropriate.

Important things to remember

• When you schedule a call, you can also write a small summary that will help you remember what took place on the call next time.
• You will also have access to the previous recording that you can listen to when preparing for the follow-up call.

Outcome #3: Busy or Improper Response

Sometimes it may so happen that when you call a customer, he/she might instantly disconnect the call or not give any proper response. At that point, you are required to use the Customer Busy or Improper Response outcome.

Where can you access it?

• On the call flow, click on the ‘Navigation’ tab
• Then click on the ‘Call Disconnected’ button
• From the drop-down that appears, select ‘Customer Busy or Improper Response ’

When should you use this outcome?

Busy or Improper Response is recommended only for when the customer doesn’t respond properly, is either busy, hangs up, or doesn’t give you any time to call.

Important things to remember

• Do not use this for calls where the customer has explicitly said that he/she is not interested.
• If a customer says “Hey! I am not interested, please don’t call me”, you must choose Not Interested as the outcome.
• You will use the Customer Busy outcome option only and only when the customer hangs up without listening to you.

Hope this tutorial has given you plenty of information to navigate your way around the 3 new outcome options from Futwork. To learn more, visit https://futwork.com/.