Missed-call callbacks
Return missed calls from approved sources during agreed contact windows and record the result.
Follow Up & Recovery
Keep the next step from being missed.
Follow-up with a clear owner, contact rules and recorded outcomes.
HEAR.ON follows up missed calls, no-shows, incomplete bookings and agreed open cases until the required action is completed, recovered, closed or escalated within the approved scope.
WHAT IT COVERS
Keep unfinished customer work visible.
Each follow-up needs an approved reason, the relevant customer context, a permitted action and a clear stopping or escalation rule. Contact attempts and outcomes stay recorded.
No-show follow-up
Contact customers who missed appointments and offer permitted next steps under approved policies.
Incomplete bookings
Follow up unfinished bookings, clarify the outstanding action and continue the permitted workflow.
Open-case follow-up
Keep agreed unresolved cases moving through reminders, updates, handovers and escalation.
WORKFLOW
From a follow-up trigger to a recorded outcome.
Trigger
Identify the missed call, no-show, incomplete booking or agreed open case.
Contact
Use approved channels, scripts, contact windows and retry limits.
Recover or continue
Complete the permitted next action or move the case to the right owner.
Record
Log the attempt, customer response, outcome and outstanding action.
Close or escalate
Apply the agreed closure, stop or escalation rule.
For scheduling, changes, confirmations and reminders, explore the booking workflow.
Explore Booking & Appointment Management →IN PRACTICE
How the work moves in practice.
A missed call
An unanswered enquiry appears in the approved callback list. The agent returns the call within the agreed window and records what happened.
An unfinished booking
The customer has not completed the appointment process. The agent follows up and supports the next permitted step.
An open case
A case still needs action from the client team. The agent follows the agreed ownership and escalation process and keeps the record current.
OPERATING BOUNDARIES
Defined before service begins.
The scope defines which cases may be contacted, the permitted actions, retry limits and closure rules. Follow-up does not guarantee a customer response or a recovered booking.
Approved sources, reasons and contact permissionsCustomer context and approved scriptsChannels, contact windows and retry limitsPermitted actions and stop rulesCase owners and escalation pathsAttempt, outcome and closure records
HEAR.ON
Discuss Follow Up & Recovery →Define the follow-up work that needs an owner.
Tell us which calls, bookings or open cases need follow-up, and what should happen next.