Time Zone Bounding / Restricting Callbacks for Compliance:
Anyone have any luck / ideas to time zone bound or restrict the HOO that callbacks are made from callbacks that callers opt in to from callback queue events?
Example: Caller calls into RCX queue “State_Colorado”, the caller waits in queue and eventually hits the queue event where we offer a callback. Caller accepts the callback offer. The queue event is configured to make the callback from the same inbound queue the caller originally hit, “State_Colorado”. Due to the contact center experiencing high call volume, the callback was not able to made before the contact center closed. The contact center is East coast (EST) based, however, the caller lives in Colorado.. The contact center re-opens the next day at 7:30AM and the callback automatically fires off for an available agent in that queue and the Colorado caller who had opted in for the callback now receives that callback at 4AM their local time….
This is obviously a serious compliance issue and we are trying to wrap our heads around how to stop it from occurring.
What we’ve looked into:
- Queue HOO > Callbacks surprisingly do not respected the configured business hours of the queue.
- Dial zones > Callbacks are surprisingly treated as inbound calls, thus, Dial zones do not apply as they only apply to outbound dials.
What support has told us:
The only method to avoid this is to configure the callbacks to fire off from a different queue that agents only log into past x hour of the day to avoid the out of compliance early dial for those outside of the EST time zone…..
The method provided by support is not feasible for an enterprise contact center.
Anyone run into this and have a successful work-around?
Anyone maybe hearing about this for the first time and are now scrambling to see how their callbacks are configured to stay compliant?
Would love to hear your thoughts!
-Brett