Callback request

A callback request happens when a customer asks to be reached later, leaves a voicemail, or agrees to a call once something is checked. It is a promise the store made out loud, and it should be written into the CRM with an owner and a deadline before the rep takes another call.

Unlike a generic follow-up task, a callback request has content: the customer said what they wanted to know.

Why it matters for a sales manager

Callback requests are the warmest work in the building because the customer asked for the contact. They are also the easiest promises to lose, since they usually arrive at the end of a call when the next line is already ringing.