Table of contents
How-to make an outbound call
Tip: If there’s no answer, schedule a next‑business‑day callback and follow the three‑strike rule.
1. On the member’s contact page, click the ? icon next to their number.
2. In the outbound call window, confirm the number and press Call. Use End to hang up.
3. Speak clearly, verify identity, and proceed with your call script.
Finishing the call
Select the appropriate Result Type and leave clear notes for any follow‑ups.
- Log disposition and action.
- Schedule any callbacks and update the member record.
- Attach relevant files if needed.
Reminder: Don’t include sensitive data in notes. Keep member PII minimal and relevant.
Need more help? Watch the training video: Outbound calling (CRM 10).
Troubleshooting
No audio or call won’t connect
- Verify your headset is selected in system settings.
- Verify you are connected to the phone services
- Refresh the CRM 10 tab and try again.
- If the issue persists, open a Helpdesk ticket with the time of failure.