Message mode was designed to accept calls instead of having our customers leave messages, which could lead to lost opportunities and/or angry customers.
Message mode allows the caller to interact with a CSR member, allowing them to know that we are open for business and someone, although not at that moment, will be assisting them and assuring them they will be called back.
This mode will require to have an awareness of the workflow to see if fellow Csr's reps are on the phone, off the phones and not available , or out of there work location so that you can either make an outgoing call and/or position yourself to be on message mode.
Use your AIRCALL Dashboard to see who is on or off : https://dashboard-v2.aircall.io/calls/activity
Here is an example of what a Message Mode call should look like :
CSR Rep : Decorative Ceiling Tiles, This is your name on a recorded line, How may I assist you?
Customer : Yeah! My name is Julio Rivera and I would like to know what type of ceiling tiles do you guys have?
CSR Rep : Well Don Julio, We have many options for ceiling tiles and if you do not mind would it be ok If I have a CSR rep call you back within 30 minutes and he or she will be able to assist you with your questions. Would this be ok?
Customer : Sure! Not a problem.
CSR Rep : Great! Don Julio do you mind if I have your contact number so I can have that CSR REP call you back.
Customer : Sure 954-933-1841
CSR Rep : To confirm, your number is 954-933-1841?
Customer : That is correct.
CSR Rep : I have your information and as mentioned, if I do not call you back then one of my team members will do so. Make it a great day.
Note : If you have made it clear and assured the customer they will get a call back from you or another CSR rep you will find they will be more then happy to get a call back.
The important part to keep in mind is that you are on MM mode and even though you are not answering there question or resolving there issue, you are responsible to make sure the customer is called back and assisted by you or another CSR Rep.