Call Backs
Overview
The Call Backs feature manages scheduled callbacks and appointments with debtors. Unlike general work dates, callbacks represent specific commitments to contact debtors at agreed-upon times.
Accessing Call Backs
Navigation
- Click the Call Backs button in the top navigation
- Shows count of scheduled callbacks
- Opens callback management interface
- Displays time-sensitive appointments
Types of Callbacks
Scheduled Callbacks
- Specific date and time agreed with debtor
- "Call me back at 3 PM tomorrow"
- Time-zone adjusted
- High priority items
Follow-up Callbacks
- After payment promises
- Document receipt confirmation
- Status update requests
- Resolution discussions
Recurring Callbacks
- Regular check-ins
- Payment plan reviews
- Monthly updates
- Ongoing negotiations
Setting Callbacks
During Conversations
When debtor requests callback:
- Note specific time requested
- Confirm time zone
- Set callback in system
- Confirm with debtor
Callback Information
Record:
- Date and time
- Debtor's preferred number
- Purpose of callback
- Any special instructions
Time Considerations
- Account for time zones
- Allow reasonable windows
- Consider business hours
- Respect preferences
Managing Callbacks
Daily View
The callback list shows:
- Today's callbacks
- Overdue callbacks
- Upcoming callbacks
- Completed callbacks
Callback Details
Each callback displays:
- Account information
- Scheduled time
- Contact number
- Purpose/notes
- Status
Prioritization
Callbacks sorted by:
- Time (earliest first)
- Overdue status
- Importance
- Account value
Working Callbacks
Preparation
Before making callback:
- Review account history
- Check recent activity
- Prepare discussion points
- Have information ready
Making the Call
- Call at exact time promised
- Reference the appointment
- Address callback purpose
- Document outcome
After the Call
- Update callback status
- Add detailed notes
- Set next action
- Schedule follow-up if needed
Callback Status
Status Types
- Scheduled - Future callback
- Due - Time to call
- In Progress - Currently calling
- Completed - Successfully made
- Missed - Unable to complete
- Rescheduled - New time set
Handling Missed Callbacks
If unable to reach:
- Attempt within grace period
- Leave message referencing appointment
- Document attempt
- Reschedule if appropriate
Integration Features
Calendar Integration
Callbacks appear in:
- Calendar view
- Daily schedules
- Work queues
- reminder systems
Note Integration
All callbacks should have:
- Original conversation notes
- Callback purpose
- Outcome documentation
- Next steps
Best Practices
Setting Callbacks
- Be specific about time
- Confirm availability
- Set realistic expectations
- Honor commitments
Time Management
- Block time for callbacks
- Allow buffer between calls
- Plan for long conversations
- Handle time zones carefully
Documentation
- Note why callback scheduled
- Record all attempts
- Document outcomes
- Plan next actions
Common Scenarios
Payment Callbacks
"I'll have the money Friday"
- Set callback for Friday afternoon
- Allow processing time
- Confirm payment received
- Thank debtor if paid
Information Callbacks
"I need to check with my spouse"
- Set reasonable timeframe
- Give time to gather info
- Call back as promised
- Be prepared to help
Negotiation Callbacks
"Let me think about your offer"
- Set specific follow-up
- Prepare same offer details
- Be consistent
- Document decision
Callback Compliance
Requirements
- Call at promised time
- Document all attempts
- Maintain professional tone
- Follow contact rules
Restrictions
- Respect time preferences
- Honor do-not-call times
- Follow cease requests
- Maintain privacy
Performance Tracking
Metrics
Monitor callback performance:
- Completion rate
- On-time percentage
- Successful contacts
- Resolution rate
Improvement Areas
- Scheduling accuracy
- Time zone handling
- Documentation quality
- Follow-through rate
Advanced Features
Bulk Callbacks
For multiple accounts:
- Campaign callbacks
- Group scheduling
- Mass rescheduling
- Team coordination
Automated Reminders
System can provide:
- Popup notifications
- Email reminders
- Calendar alerts
- Mobile notifications
Callback Queues
Organized views:
- My callbacks
- Team callbacks
- Overdue items
- Today's schedule
Troubleshooting
Callback not showing:
- Check filters
- Verify saved properly
- Refresh view
- Check date/time
Can't set callback:
- Verify permissions
- Check account status
- Ensure valid time
- Try different date
Time zone issues:
- Verify debtor location
- Check system settings
- Confirm with debtor
- Document in notes
Tips for Success
Planning
- Review callbacks each morning
- Block calendar time
- Prepare in advance
- Stay organized
Execution
- Be punctual
- Stay professional
- Address purpose
- Document thoroughly
Follow-up
- Complete callbacks promptly
- Handle outcomes
- Set next steps
- Track success
Related Topics
- Work Dates - General scheduling
- Calendar - Visual scheduling
- Notes - Documentation
- Hot List - Priority management