Source PDF: SOP_Have_Us_Call_You.pdf
Standard Operating Procedure (SOP)
Handling "Have Us Call You" Requests
- Purpose
This SOP outlines the mandatory process for handling all "Have Us Call You" requests to ensure timely
and consistent client communication.
- Callback Attempts
- Three (3) callback attempts must be made on the same day the lead is received.
- Each attempt must be logged in ATP with one of the following statuses:
- Answered
- Unanswered
- Voicemail
- Invalid/Error code (Ziper)
- After the Third Attempt
- Send the 3 Questions email template.
- Manually update the email to inform the client that three call attempts were made and that
confirmation of their phone number is required.
- Documentation Requirements
- Every callback attempt must be documented in ATP.
- Lack of notes will be treated as no callback attempt made.
- Management may audit call logs to verify compliance.
- Compliance
- This SOP is mandatory for all CSRs.
- Non-compliance may result in follow-up or corrective actions.
- Reference
This SOP is stored in the Procedures folder for ongoing access.