Automated callbacks

Imagine you have a customer calling your hotline but all your agents are busy. You already know that you won't be able to answer the customer's call within the next 2 minutes. So why let the customer wait? Why not leave your customer her precious time, save her phone number and have her called back, as soon as an agent is free? And why not do all of this 100% automated, no clicking, scrolling through tickets and typing numbers into a phone?

babelforce offers you the great possibility to implement automated customer callbacks by using the Outbound Dialer. In this article, we walk you through the setup.

All you need:

  • 1 babelforce integration
  • 1 Input Reader with a freely defined variable
  • 1 Trigger that reads whether the variable applies
  • 1 Event the uploads the lead automatically to your callback list

Adding a babelforce integration

As you are sending data to babelforce, you need to add a babelforce integration.

If you don't have this integration, yet, find a detailed description here.

Input Reader

Add an Input Reader to your call flow and name the variable, e.g., "Callback".

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Trigger

In our scenario, the customer requested a callback by pressing 1. In other words, the variable Callback = 1 if a callback is wanted. To use this response we need to build a trigger that tests the input.

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Sending the callback request to the OBD list via Event

To complete the automation you only need to create one more event. Select the Action "Upload lead to list" and the trigger you created above. Select the babelforce integration and a List ID (if you are not using Postman, just get in touch with support@babelforce.com - we will provide you with an Outbound lead list).

Now you're DONE! Whenever a customer is requesting a callback by pressing 1, her number will automatically be added to the lead list.

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Integrating the process

Next, you need to enable your team for Outbound Dialer. Please get in touch with the babelforce team. We will help you with the setup.

When everything is set up, your team members can enter the Outbound Campaign Callback. Now, whenever a new callback request was made and if one of you agents is available, he will automatically be connected to the customer who requested the callback (but only if the customer picked up).

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