A Callback dialer is an automated outbound calling system designed to enhance contact center efficiency by allowing users to schedule a callback to a specific phone number at a later time, rather than connecting immediately. The callback dialer records the request and automatically dials the phone number at a pre-set time, ensuring a more efficient and convenient experience for both the caller and the agent or service.

This leads to higher customer satisfaction, more efficient call management, and successful campaigns for sales and marketing. 

Types of Callback Dialers

Callback Dialer works in three ways:

1. Agent First Dialer: In this type of callback, the system sends calls to agents first before calling the customer. This gives agents time to review the call context and provide a better customer experience.

   For example, a customer requests a follow-up call about a billing issue at 7.30 PM IST, but with his past interactions and history, the agent is well-notified with the customer’s case when the Agent-First dialer is selected, which allows agents to spend more time in understanding the case and tackling the customer smartly.

2. Customer First Dialer: In this type of callback, the system dials the call to the customer before offering it to the agent. This call is triggered when it finds that the agent who is entitled to take the callback is free or available or at least one agent is available in the agent work queue which is entitled for the callback. 

   For example, a customer requests a follow-up call about Service 1 subscription at 7.30 PM IST and requires the call to be with the relevant assistant from the company.  Now, in this case, the agent and the customer have not spoken to each other prior to it hence, there is no need for the agent to take the call first and spend time in recollecting the information. Hence, the business can use Customer First Dialer, which helps in saving agent’s time and improve productivity.

3. IVR Dialer: In this type of callback, the system directs the call through an Interactive Voice Response (IVR) system.

   For example, a customer requests a follow-up call about a billing issue at 7.30 PM IST, for which the business already has a troubleshooting workflow setup in IVR, then in this case, the callback type would be IVR.

Creating Callback Dialers

Perform the following steps to create the Callback Dialers:

1. Click the New Tab icon. Under the Sprinklr Service tab, click Voice Care within Listen.

2. Navigate to Dialer Profiles from the left pane.

3. Click Add Dialers at the top right corner of the screen.

   

1. Under the Dialer Details screen, Enter the Dialer Name.

2. Enter the Description.

   

3. Select Callback from the Dialer Type drop down menu.

4. Select the caller ID setting from the Caller ID Setting drop down menu.

5. Click the Agent First or Customer First or Callback IVR radio button to select the Callback Type.

6. Toggle the Enable Auto Respond (if required).

7. Enter the Preview Time.

8. Select the value from the When preview time ends drop down menu.

9. Select the status from the User Available Statuses drop down menu.

10. Toggle the Enable Call Skip During Preview (if required).

11. Toggle the Enable Direct Skip to ACW (if required).

12. Under the Advanced Settings screen, enter the Unassigned Call Timeout value.

    

    

13. Select the rule from the Rule drop down menu.

14. Enter the Call Ring Time.

15. Enter the Call Setup Time.

16. Select the compliance policy from the Compliance Policy drop down menu.

17. Select the default language from the Default Language drop down menu under the Language Selection section.

18. Enter the Number of Channels.

19. Enter the Contact SIP Headers Name and Value.

20. Toggle the Enable Recordings (if required).

21. Toggle the Enable Transcripts (if required).

22. Toggle the Enable DNC Calls (if required).

23. Click the Add Ringtone icon to add a ringtone.

24. Click ​Disable Ringtone Loop checkbox (if required).

25. Enter the Custom Properties.

26. Click Update.

The following table lists the description of the Parameters of the Callback Dialers Screen.