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Use case · Self-Care & Customer Care

Callback Scheduling

Subscriber or agent schedules a callback for an unresolved enquiry.

Ticket MgmtCRM
Customer or agentPrimary actor
Self-Care & Customer CareCategory
2Modules involved

At a glance

Trigger

Customer wants a call back

Primary actor

Customer or agent

Outcome

Customer called back as promised

Main flow

The usual path from start to finish.

  1. 1
    Pick date and time

  2. 2
    Create callback task

  3. 3
    Remind agent

  4. 4
    Make the call

  5. 5
    Record outcome

Exceptions & alternate flows

Missed callback

Reschedule automatically

Systems & modules involved

Ticket MgmtCRM

Business rules

KPIs to watch

Standards & references

TMF629Customer Management
TMF621Trouble Ticket
TMF683Party Interaction

Related pages

Ticket Management→CRM→Previous: In-flight Order Cancellation→Next: 360° Account View→Telecom Use Case Library→

This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.