How to quickly call back everyone who rang during the holidays: clearing the backlog
Sado AI team · · 4 min read
In short
On the first working day after the holidays, first gather every source into one list: missed calls, website forms, Instagram and Telegram messages, the duty person’s notes. Merge repeated numbers, then sort by importance: complaints and order problems in the first hour, people ready to buy by noon, the rest the same day. Estimate the time in advance and split your people: some answer new calls, others call back. Start each callback with an apology and “What were you calling about?”.
The first hour: everything on one list
- Export the missed calls from your phone or PBX.
- Add website forms and Instagram and Telegram messages.
- Add the call-outs your duty person logged and the operator’s requests from the holiday.
- Merge repeated numbers: someone who called four times gets one callback. But note “4 times”: this person really needs you.
- Remove anyone whose question was settled another way: they ordered online or came in.
Who to call first
| Order | Who | By when |
|---|---|---|
| 1 | A complaint, an order or delivery problem | Within the first hour |
| 2 | Ready to buy: asked about price, stock or a booking | By noon |
| 3 | General questions | By the end of the day |
| 4 | No details, a single short ring | The next day, once |
People who called several times move to the top of their group.
Can you make it? Estimate first
For example, after a three-day break the list has 140 entries, or 95 people once duplicates are merged. If one callback with notes takes about 4 minutes: 95 × 4 = 380 minutes, more than 6 hours for one person. New calls keep coming that day too. So split the work: one person answers only new calls, another only works the callback list. The numbers are only an example.
If you can’t finish in a day, send the rest a short message: “We saw your call and will ring you tomorrow before ten.” They know they’re expected and don’t call a competitor.
How a callback should start
Sado: Assalomu alaykum, this is Malika from the Aqlli Uy online store. You called us on 2 January and we couldn’t answer because of the holiday, sorry. What were you calling about?
Caller: Yes, I ordered a TV and it wasn’t clear when it would be delivered.
Sado: I see. Your order is ready in the warehouse. Shall we bring it tomorrow or on Thursday?
Caller: Tomorrow evening would be best.
Sado: Done, tomorrow between six and nine. The courier will call before setting off. Thank you for waiting!
Always open a callback with their call: when they rang and why nobody answered. A bare “what did you want?” makes them explain everything a second time.
What to measure at the end of the day
- How many people on the list you reached.
- The average hours between the customer’s call and your callback.
- How many said “I already bought elsewhere”: these are the customers lost over the holiday.
- What to change so the list is shorter after the next holiday.
Handing the list to an AI operator
Best of all, don’t let the list build up. An AI operator for incoming calls answers every call on holidays too and logs a request, so on the first working day you have ready requests instead of missed calls.
If a list has built up anyway, upload it as an Excel file to Auto-calls. AI outbound calls ring each person back, find out what they need, book a visit or take the order, and transfer a customer ready to buy to a manager by your rule. Meanwhile your staff handle new calls. Try it live or call 78 778 01 23.
Questions
In what order should we return missed calls after the holidays?
Complaints and order problems first, then people ready to buy, then general questions. Put anyone who called several times at the top of their group.
What should we say when returning a missed call?
Say when they called and why nobody answered, apologise and ask “What were you calling about?”. Then try to settle it in the same call.
What if we can’t call everyone back in one day?
Send the rest a short message saying you saw their call and when you’ll ring. Then make sure you call at that time.