The Stanford Contact Center Service offers two tiers of call-back service: Basic and Advanced.
Basic Call-Back Service
This table explains the Basic Call-Back features included with the Stanford Contact Center Service and available to your contact center at no extra charge.
| Feature | Cost | Description |
|---|---|---|
|
Agent First |
Included at no charge |
System will not place a call-back to the customer until an agent is on the line and ready to take the call |
|
Immediate Call-Back |
Included at no charge |
|
|
Gather Caller Number |
Included at no charge |
Displays the caller’s phone number to the agent if the caller’s phone number is not blocked |
|
Basic Reports* |
Included at no charge |
Detailed lists of all call-backs processed during a selected time frame |
*Custom report requests will be scoped and billed per business requirements.
Advanced Call-Back Service
This table explains the Advanced Call-Back Feature solution. This solution includes all the Basic Call-Back features plus the additional options listed below that can be tailored in several ways to best meet your organization’s needs.
| Feature | Cost | Description |
|---|---|---|
|
Scheduled Call-Back |
Billable service |
Provides callers with the ability to choose from a customizable selection of future call-back time slots |
| Pre-Call Questions to Collect Caller Information |
Billable service |
Pre-call questions allow the caller to be prompted for certain information after the caller accepts the call-back feature. Information is passed to the agent before the call-back to facilitate an enhanced customer service experience |
| Auto Rescheduling | Billable service | If a call-back fails, the system will automatically reschedule another call-back attempt to reach the client |
| Agent Call-Back Reschedule | Billable service | If a call-back should fail or go to voicemail, the agent can simply press a key and hang-up and the system will schedule another attempt to reach the client |
| SMS Notifications | Billable service |
Callers get the status of their call-back via an SMS message; SMS notifications can also be sent to:
Cancel call-back can also be activated |
| Automated Reports | Billable service |
Reports can be automatically generated at regular date and time intervals and emailed to a customized list of recipients:
|
*Custom report requests will be scoped and billed per business requirements.
Call-Back Features Comparison
This table explains how the Basic Call-Back and Advanced Call-Back solution features.
| Call-Back Feature | Description | Basic Feature | Advanced Solution |
|---|---|---|---|
|
Agent First |
The system will not place a call-back to the customer until an agent is on the line ready to take the call |
✔ |
✔ |
|
Immediate Call-Back |
Gives the caller the option to receive a call-back from the next available agent; caller does not lose their place in line when choosing to get a call-back |
✔ |
✔ |
|
Gather Caller Number |
Displays the caller’s phone number to the agent if the caller’s phone number is not blocked |
✔ |
✔ |
|
Scheduled Call-Back |
Offers callers the ability to choose from a customizable selection of future call-back time slots |
|
✔ |
| Pre-Call Questions |
Prompts callers to provide information that will be passed along to the agent |
|
✔ |
| Auto Rescheduling | If a call-back fails, the system will automatically reschedule | ✔ |
|
| Agent Call-Back Reschedule | Agents have the ability to reschedule the call-back | ✔ |
|
| SMS Notifications | Text message updates sent to callers |
|
✔ |
| Automated Reports | Reports can be automatically generated and emailed to a customized list of recipients |
|
✔ |
