Placing Followup Call

How to place a followup call in the Agent Interface

Table of Contents

1. Taskbar drop down

First, in order to do a scheduled followup from the agent interface, you will have to navigate to the Agent Taskbar. This is located at the top center of the agent screen. On the right side of this bar, you will see a drop down arrow (1). By clicking the drop down arrow, a "retrieve" menu will pop down, where you will be able to retrieve follow ups that are scheduled at each of the locations on your account.

2. Followup Retrieve

Once the pop down menu shows, you will want to click the blue "Retrieve" button, located to the right of the "Followups" count. This will load up a page of all the follow ups that are scheduled for every location on your account.

3. Select Location(s)

After the Followup page loads, you are going to want to select which location (or all locations) that you wish to do a follow up for. You can do this by clicking on the drop down menu (1) located at the top left corner of the page. Once you have selected the location you wish to do the followup for, the page will automatically refresh with the followups scheduled to be completed for said location.

4. Open 

For this step, all you will need to do is locate the followup that you wish to proceed with and click the "open" link in the right-most column from that lead's row. This will open up the potential customer's lead card.

5. Start Followup Call

Once the lead card loads up, you will be able to see the information about the lead, as well as any notes that were added to the account. You will either see a script, like the one pictured above, or a form. The form will contain all the same information, only laid out a little differently, as it is not an actual script you would read off of. Once you have prepared for the call, you can click the "Start Followup Call" button at the top left corner of the screen to initiate the call.

If you are Connected via Phone, your phone will ring, and you will be able to press 1 to connect to the customer. If you are Connected via Computer, the customer will be dialed immediately through your headset.

6. Save

After you have finished your call, all you have to do is end it, add a new note to the account summing up the conversation, and then click the "Save" button at the bottom of the lead card. You have now successfully completed a followup from the agent interface.