Beep And Conquer
One
If a customer doesn't pick up the phone, how should we be dispositioning the call?
"No Answer"
This kind of transfer occurs when you don't wait around for another agent to pick up the phone
Cold
How do you disposition a call when you leave a voicemail?
Left Voicemail
What notes, if any, should be added for a “No Answer” call?
"NA" should be in the notes somewhere
How should you disposition a call that you sent to the Spanish team?
"Transfer"
What notes should you enter when you leave a voicemail?
"LVM" should be in the notes somewhere
What should you do if you connect with a customer who says we have the wrong number?
Immediately mark the lead with a "Wrong Number" disposition
How should you disposition a call that you sent to the Customer Care team?
"Third Party/Non-Customer"
If a voicemail has already been left for that customer on the current day, what should you do on any additional calls made that day?
Disposition as "No Answer" and mark the notes with "NA"
What should you do if you are unable to overcome a DNC using the approved script?
Disposition the call as DNC
Which call types or scenarios can be cold transferred?
Sending calls to Customer Care
If you are on the first call of the day for a lead with an automated assistant what should you do?
Hint: We are looking for what you would do at the beginning and the end of this call
Tell the assistant who we are and what we are calling for, then leave a voicemail if you don't get an answer.
Failing to follow this can lead to compliance issues and fines for the company
DNC process
Which call types or scenarios require a warm transfer?
Hint: There are 3
Sending a call to the scheduling, Market Recovery, or Spanish teams