Outbound · Callbacks
Every missed call, abandoned cart and stale form called back within two hours
The enquiries you already paid for do not stop arriving when your desk closes. Missed calls, web forms, chat drop-offs and abandoned carts land in one queue, and we work all of them the same day — by phone, then SMS, then email — with the outcome of every attempt written back to the record that produced it.
42h
Average time a company takes to respond to an online lead; responding within the hour makes it roughly seven times likelier to qualify
Harvard Business Review, “The Short Life of Online Sales Leads”, 2011
What is agreed before the first callback goes out
Six things settled with you in week one. They decide whether a missed enquiry becomes a conversation or an apology.
Every missed contact called back within 2 hours
01
Sources
What feeds the queue: missed and abandoned calls, web forms, chat drop-offs, cart abandons and stale CRM records, each tagged with where it came from.
02
Window
How fast each source is worked. The standard is two hours; a high-intent source such as an abandoned checkout is usually set tighter.
03
Attempt pattern
How many attempts, how far apart and on which channels — phone, then SMS, then email — before a record is closed or returned to nurture.
04
Consent
Which channel each contact agreed to, checked before the attempt. Marketing outreach is kept on separate lists from service callbacks so the right rules apply to each.
05
What happens on contact
Qualify, book, transfer live to your team, or resolve the original question, with the route agreed per source rather than left to the agent.
06
Write-back
The outcome of every attempt written to the record that produced it — your CRM, helpdesk or order system — so nobody is called twice.
How it runs, from first call to full volume
The same four weeks as every team we stand up. You hear live, scored calls in week four.
Step 1. Source mapping
Week 1
We map every place a missed enquiry appears today, agree the window for each and what counts as a resolved callback.
Step 2. Queue build and access
Weeks 2–3
Sources are wired into one queue, scripts written and signed off, and scoped access approved. Where a source has no connector, our development team builds it.
Step 3. Pilot with live QA
Week 4
A small team works the queue live. Every attempt is scored, and the attempt pattern is corrected daily against what is actually reaching people.
Step 4. Scale and report
Week 5 onward
The roster scales to your missed-contact volume by hour. Weekly report on reach rate and outcomes, and a monthly service review.
What you receive
Every missed contact called back within two hours, reported weekly against that figure
Missed calls, forms, chat drop-offs and cart abandons worked from one queue
Same-day attempts across phone, SMS and email, on the channels the contact agreed to
The outcome of every attempt written back to the source record, so nobody is called twice
Qualification, a booked meeting or a live transfer on contact, by the route you set per source
Weekly report: contacts worked, reach rate, outcomes and revenue-relevant conversions by source
Asked about callbacks
The questions this service raises on the first call.
How fast is a callback, really?
Within two hours of the contact being missed, as standard, and tighter where you ask for it on a high-intent source such as an abandoned checkout. The window is per source, agreed in week one, and reported against weekly — not an average that hides the slow ones.
What counts as a missed contact?
Whatever you decide in week one. Usually: calls that rang out or were abandoned in a queue, web forms nobody has actioned, chats that ended without an answer, abandoned carts and CRM records that have gone stale. Each source keeps its tag, so reporting tells you which one is worth the effort.
How many times do you try before giving up?
The pattern you set: typically three attempts over 48 hours, moving from phone to SMS to email, and honouring the channels the contact agreed to. After that the record goes back to nurture with the outcome logged, rather than being dialled indefinitely.
Does this work outside our office hours?
Yes. The queue is worked 24/7 across US, UK and EU time zones, within the calling hours permitted where the contact is — between 8am and 9pm in their local time for outbound. Evening and weekend enquiries are the ones most often lost, which is why most clients start there.
Will our CRM show what happened?
Every attempt and outcome is written to the record that produced the enquiry, during the call, inside your own system. Your team sees the history where they already look, and a contact who has been reached is not called again by someone else.
Usually run alongside
Lead qualification
We score every caller against your criteria before your team sees them.
Appointment setting
We book qualified meetings straight into your reps' calendars.
Live answering
A named team answering as your company, on your script.
Live transfer
A warm handover to your closer while the prospect is still on the line.
Get a quote for callbacks.
Callbacks is already ticked. Add anything else you want on the same floor, tell us roughly how many enquiries a month, and within one working day you have a staffing plan and the security brief.