call back to follow queue business hours
We have a CX Queue called RPS. On Fridays, the queue closes at about 4:30pm. The agents log off and go home. Sometimes there is a requested callback still waiting to happen. The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department. The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment. This agent then at 6:45am fields the callback that was left the previous night. This is too early to be calling patients. We would like that callback to start at 8:00am.
Main main Jordan
shared this idea
-
Rik
commented
This is extremely important to our patient experience. The calls are too early in the morning.
-
Open
commented
It would be helpful if there was a list of callbacks and we could select who/when we would like to call.
-
Lora
commented
6:45 is too early to contact patients, perhaps 9:00 am?
-
Rebecca
commented
We do not want to bother patients at 6:45 am on a Saturday with the call back feature.
-
Lisa
commented
I strongly support this enhancement and would appreciate any updates on potential solutions or timelines.