Storable CRM and Collections Knowledge Base
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Storable

Handle Callback Requests

Storable CRM

Handle callback requests promptly to reduce caller hold times while keeping customers connected to the right Agent.

Quick Start

  1. Become available to receive a callback request.

  2. Review the caller details and queue information in the alert.

  3. Start the call, then use the record that opens to support the conversation.

Prerequisite

You must be an available Agent to receive and handle callbacks. If you connect by computer, use a headset, and allow Chrome microphone access when prompted.

Review the Callback Alert

  1. Review the caller information in the callback alert:

    1. Caller Name & Phone Number (A) shows the caller’s details when they are available through Caller ID.

    2. Call Type (B) identifies the caller as a Lead, Customer, Previous Customer, or Unknown. A Lead is green, a Customer is orange, a Previous Customer is blue, and Unknown is gray. A caller who is both a Customer and an active Lead displays both labels.

    3. Location (C) indicates where the original call was dialed from.

    4. Ad Source (D) shows the marketing source associated with the dialed number.

    5. Queue (E) identifies the callback queue assigned by your management team.

    Callback alert showing caller details, call type, location, ad source, and queue

Accept a Callback

  1. Select Start Call (F) to initiate the callback. The call bar displays “Call to <<number>>.” When Chrome requests microphone access, select Allow to connect to the caller or Block to send the callback to the next available Agent. If the call bar shows "No Mic," update Chrome's microphone permissions.

    Start Call button and matching Lead record

  2. Use the record that opens automatically to support the conversation:

    1. For a Lead, review the Matching Lead Number (G) in the Lead card. If the caller is both a Customer and an active Lead, the Lead card opens.

      Matching Lead record

    2. For a Customer, review the Matching Customer Number (H) in the Customer card.

      Matching Customer record

    3. For an unclassified caller, use the Unknown Number (I) greeting card to create a Lead or match the number to an existing Lead or Customer.

      Greeting card for an unknown callback number

  3. Complete the conversation. If the call is answered or reaches voicemail, the callback is completed and removed from the queue. If it does not connect, it remains in the queue. Afterward, you may enter Cooldown status, and the call appears in the caller’s History.

Reject a Callback

  1. Select Reject (J) to decline the callback. The alert closes, and the callback moves to the next available Agent in the queue. Depending on management settings, you may be placed in Inactive status.

    Reject callback button

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