Callback request
A customer explicitly asking to be called back, which creates a commitment with a name and a time attached.
Use this definition in team training or when clarifying a sales note.
Definition
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 team 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. A request that passes its time with no call becomes a missed callback.
Why it matters
Callback requests are the warmest work a team has, 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.