How to Handle Leads That Asked for Callback But Didn’t Answer
🎯 Objective:
To ensure proper follow-up and conversion of leads who requested callbacks but are unresponsive during scheduled calls.
📞 Step-by-Step Process
Step 1: Attempt Initial Callback at Scheduled Time
-
Call at the exact or close-to-requested time
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If no response: wait for 2–3 minutes → try again
Step 2: Update Disposition
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Set Disposition 1: NotConnected
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Set Disposition 2: Callback
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Add remarks: “No response, will retry later.”
Step 3: Try Calling Again in 3–4 Hours
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Prefer different time slot (e.g., evening if morning failed)
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If still not reachable, go to Step 4
Step 4: Final Attempt on Next Day
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Try one final call at a new time window
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If unanswered again:
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Update Disposition 1: Connected = No
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Disposition 2: Closed – Unreachable
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Add remark: “Closed after 3 attempts over 2 days”
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💬 WhatsApp Follow-Up (Optional)
If the number is WhatsApp-enabled, send:
“Hey 👋 You had requested a callback from Cashkr to sell your device. We tried reaching you a few times. Let us know a better time or book directly: [insert link]”
✅ CRM Summary:
|
Attempt # |
Time |
Status |
Action |
|---|---|---|---|
|
1st Call |
As per callback request |
No Answer |
Set as Callback Not Answered |
|
2nd Call |
Different time (same day) |
No Answer |
Add remark |
|
3rd Call |
Next day |
No Answer |
Close as Unreachable |
|
|
Optional |
Sent if possible |
Include booking link |
⚠️ Important Notes
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Do not keep callback leads open beyond 48 hours unless they re-engage
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If the lead is high-end (premium device), escalate to manager before closing
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Maintain remark hygiene for tracking