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The situation
Follow-up calls sit on a list: a customer who asked to be called back, a renewal approaching, a form not returned, an issue that was resolved but not confirmed.
They are scheduled around live call handling, so on busy days they do not happen, and the list grows until it is abandoned.
Why it is hard
Outbound always loses to inbound
A ringing phone wins against a list every time, for sound operational reasons.
Timeliness is most of the value
A follow-up made three weeks late has lost most of its purpose.
Outcomes need recording
A follow-up whose outcome is not captured will be repeated or forgotten.
How we approach it
Vocalyst works the outbound list at a volume that does not compete with inbound staffing, and records the outcome of each attempt against the record that generated it.
Calls needing a person are escalated with context rather than left on the list.
What changes
- The follow-up list worked without competing with inbound
- Outcomes recorded against the originating record
- Follow-ups made while they are still timely
- Escalation to a person the moment the customer needs one
Next
Is this your problem too?
Bring the version of it you actually have. We will tell you what it would take, including when the answer is that it is not worth doing.