The Basics
How many approved scenarios allow an advisor to raise a callback?
5 scenarios.
Which SAP queue must advisors use to log a callback?
CSC_WBCST.
How long must the phone ring during an outbound callback attempt?
At least 15 seconds.
Name one scenario where a callback can be raised.
Answer: Examples: Promise-to-Pay, DCA retraction, Customer-Requested Callback, Technical issues, Billing/Refund confirmation.
What must advisors never do when scheduling a callback?
Promise a specific callback time.
Before raising any callback, what must the advisor obtain?
Team Leader approval.
What is the first step before logging a callback in SAP?
Confirm the issue fits one of the 5 approved callback scenarios.
How many outbound attempts must be made before marking a customer unreachable?
Up to 3 attempts, minimum 4 hours apart.
Why are callbacks used instead of note pads or sticky notes?
Answer: Because storing customer information outside SAP is non-compliant and poses data security risks.
Name three required components of a callback note.
Attempt number, success/unsuccessful, time, callback reference, query summary, outcomes, date.