Call Backs  
 

What are Call Backs?
Call Backs make it easier to reach your favorite advisors by asking us to begin a call with them whenever they become available. Don't waste your time waiting to see if a certain advisor becomes available; simply make a Call Back request specifying the amount of time you're willing to wait to be called back, then relax and wait for your phone to ring.

You can request a Call Back on the website or via 1-800-ASK-KEEN.

How do Call Backs work on the website?
Arranging to receive a Call Back is easy! Here are the steps to follow:

  1. If the advisor you want to talk to is talking to another customer or simply isn't available to receive calls, simply click the "Arrange a Call" button next to his or her listing title.

  2. You'll be taken to an Arrange a Call page and asked to use a pull-down menu to select the amount you're willing to wait for this advisor to become available. Once you've selected your "Wait Time," click "Continue."

  3. Now you'll reach the confirmation page, where we'll confirm the advisor you want to talk to; how long you're willing to wait to receive a Call Back; the phone number at which you'd like to be called; and how long you'll be able to talk, based on your current account balance. You can also change any of the information on this page.

  4. When you're satisfied with all the info on your confirmation page, click "Okay." You've just arranged a Call Back!

  5. If you ever want to check the info for your Call Backs, simply visit your Arranged Calls page, by going to the Keen home page and choosing the Arranged Calls link on the right margin (note: you'll have to be signed in to see this link!).

What info will I see on the Arranged Calls page?
Your Arranged Calls page will show you information about all your Call Backs and Appointments (learn more about making Appointments). The data you can find here for each Call Back includes:

  • The advisor you're waiting to talk to;
  • His or her listing title;
  • His or her price per minute;
  • Your "wait time" -- in other words, how long you're willing to wait for this advisor to become available; and
  • Your place in line -- in other words, how many other customers will receive Call Backs from this advisor before you do.

Note: If you want to, you can cancel your Call Back or change your wait time from this page as well.

Will you definitely call me back?
We'll call you back only if this advisor becomes available during the amount of time you specified.

What if I don't answer the phone when you call me?
We'll call the number you specified twice; if you don't answer the phone, we'll move to the next customer on that advisor's Call Back list.

What if I change my mind and don't want to be called?
Just visit your Arranged Calls page (see above) and click the button marked "Cancel" for the Call Back you no longer wish to receive.

What if I want to change the amount of time I'm willing to wait for a Call Back?
Simply visit your Arranged Calls page (see above) and click the button marked "Change Wait Time" next to the Call Back which you want to change. You'll be taken to an Arrange a Call page which will let you use a pull-down menu to select a new wait time. After you confirm this new info by clicking "OK," you'll be returned to the Arrange a Call page.

If I change my wait time, will I lose my place in line?
No, you won't. Once you're in line, you'll stay in line, unless you choose to cancel the Call Back altogether.

What happens to the money that I added to my account if you don't call me or if I miss the call?
You won't lose that money; it will stay in your account, and you can spend it at any time with any advisor
.

What if I don't want to receive any more Call Back emails?
You can stop receiving Call Back emails by going to your Mail page, clicking the Options link, checking the box that reads "Do not send me Call Back emails," then clicking the "Submit" button.

Call Backs Using 1-800-ASK-KEEN

How do Call Backs work using 1-800-ASK-KEEN?
Just call 1-800-ASK-KEEN and enter the extension of the advisor you want to talk to. If he or she is busy with another customer or not available to receive calls, you can make a Call Back request specifying the amount of time you're willing to wait to be called back and the number where we should call you.

Will you definitely call me back?
We'll call you back only if this advisor becomes available during the amount of time you specified.

What if I don't answer the phone when you call me?
We'll call the number you specified twice; if you don't answer the phone, we'll move to the next customer on that advisor's Call Back list.

What if I change my mind and don't want to be called?
You can follow same steps to cancel your Call Back that you did to set it up: just call 1-800-ASK-KEEN and enter the advisor's extension, then follow the spoken prompts to delete your request.

What happens to the money that I added to my account if you don't call me or if I miss the call?
You won't lose that money; it will stay in your account, and you can spend it at any time with any advisor
.

 

 
 
 
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