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  Call Backs  
 

What is a Call Back?
Call Backs make it easier for customers to reach their favorite advisors by simply arranging to have us begin a call with you as soon as you become available. No checking your availability over and over!

Customers can request Call Backs either on the website or via 1-888-INGENIO.

How do Call Backs work on the Web?
When a customer wants to talk to you while you're busy with another call or not available, they'll be able to simply click the "Arrange a Call" button next to your listing title. They'll then be prompted to arrange a Call Back request specifying the amount of time they're willing to wait to be called back and the phone number at which we should call them.

Customers can arrange a Call Back with you from your home page, your listing page, a category page, or by using 1-888-INGENIO and entering your extension number.

Can more than one customer at a time arrange a Call Back with me?
Yes. Each customer who arranges a Call Back with you will be placed into a queue, and they'll be connected with you in the order in which they arranged the Call Back.

How do I know if I have customers waiting for a Call Back?
When you're done with a call, press #, and we'll tell you if you have Call Backs waiting, and let you change your availability. You can also check on the home page and My Account to find out how many customers have arranged calls with you (this includes Call Backs and Appointments).

How can I see which customers are lined up to talk with me?

Simply select the "View Arranged Calls" link under the blue "Arranged Calls" banner on the My Account page. You'll be taken to your Arranged Calls page, which shows information about all your pending Call Backs and appointment calls (learn more about appointment calls).

The Call Backs section of your Arranged Calls page offers you the following info:

  • The customer's member name.
  • Call Back Until -- in other words, the time at which they no longer wish to receive a Call Back to speak with you.
  • How much money you've made from calls with this customer in the past.
  • The listing title through which they chose to arrange a call with you.
  • How much you're currently charging per minute for calls that originate through that listing.

You can always click on a customer's member name from this section to send them a Mail. You can also click the "Options" link from this page in order to turn the Call Back options on or off.

What if I don't want customers to able to arrange Call Backs with me?
Simply select "Options" under the blue "Arranged Calls" banner on the My Account page. You'll be taken to a page where you can uncheck the Call Backs option. You can also turn off Call Backs when you're changing your availability and when you sign out.

Note: if you've turned off your Call Back option, it will be turned back on when you make yourself available again.

How does changing my availability affect my pending Call Backs?
When you make yourself available, you'll immediately receive a Call Back from the customer who is first in line to receive a Call Back with you.

When you make yourself not available, if you're still accepting Call Backs, then customers can still sign up to receive Call Backs from you, and they'll be connected with you as soon as you make yourself available again.

What if I don't become available within a certain customer's Wait Time?
If you don't become available in the time that the customer specifies that they're willing to wait, we simply won't call them. We recommend that if you miss a Call Back, you send that customer a Free Minutes offer to encourage them to try reaching you again soon.

Can customers get in line for a Call Back either on the Web or by using 1-888-INGENIO?
Yes, they can. Customers who sign up for a Call Back with you using either method will be placed in the same line.

Can customers still make appointments with me?
Yes, they can -- as long as you have your appointments option turned on (learn more about appointment calls). If you're currently accepting Call Backs, customers will see a Appointments link at the bottom of the Arrange a Call page. If you aren't accepting Call Backs, clicking "Arrange a Call" will lead them directly to the Appointments page. You can also send a “Suggest Appointment" Mail at any time.

If I turn off Call Backs, can my 1-888-INGENIO  customers still get in line to speak with me using 1-888-INGENIO?
Yes. Turning off Call Backs over the Web only prevents your customers from getting in line to speak with you over the website. Your 1-888-INGENIO  Customers will be still be able to get in line for Call Backs, and you'll still be able to see them in your Arranged Calls area.

Call Backs via 1-888-INGENIO

What are Call Backs?
Call Backs make it easier for customers to reach their favorite advisors. Your old and new customers alike no longer need to call back multiple times to see if you're available!

How do Call Backs work over 1-888-INGENIO?
If a customer who wants to talk to you calls 1-888-INGENIO and enters your extension, but you're busy with another call or simply not available, they'll be prompted to arrange a Call Back specifying the amount of time they're willing to wait to be called back and the phone number at which we should call them.

What if I don't become available in time?
If you don't become available in the time the customer specifies, we simply won't call them.

What if more than one customer makes a Call Back request at the same time?
If more than one customer makes a Call Back request while you're busy or not available, we'll connect you with them in the order in which they made the request.

How do I know if I have customers waiting for a Call Back?
When you're done with a call, press #. We'll tell you if you have Call Backs waiting, and let you change your availability.

 
 
 
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