Callbacks and Web callbacks

Callbacks (CB) and Web Callbacks (WCB)

Bria calls with a CB or WCB suffix are the client’s request for a call back.

• CB – the client dialed our 866 number and opted not to wait on hold and instead pressed the option for a counselor callback.
• WCB – the client finished the web course and opted to enter a callback phone number in order to complete the counseling.

The client’s place in line is held until a counselor becomes available. Bria then routes to an available counselor and calls the number provided by the client.

Your answer the call back with:

This is (counselor name) returning your call, how can I help you today?

Callback goes to voicemail:

If the client doesn’t answer during the CB/WCB process you will:

• • Leave a brief message stating you are returning their call.
  • Never leave detailed information about a client’s account nor the reason for the call.

Example:

Hello, this is (appropriate company) returning your call.  Please contact us at your earliest convenience at (appropriate telephone number).  Thank you and have a great day!

If you are on a CB or WCB that continues to ring longer than a minute and does not transfer to voicemail, it is okay to disconnect the call.

If you need to reach a client for a specific purpose, leave a general message and note the client’s account with details so the next counselor can assist.