Initial Call
For a C2LT - When is the follow up email sent?
After the initial call, before dispositioning the case.
Seb requested a call later for any valid reason and you did not get to pitch PA + Showcase.
1.- What is the correct disposition for this case?
2.- And are you required to leave internal notes?
This is NOT a C2LT because PA + Showcase were not pitched.
1.- Call later disposition
2.- When you dispo a Call Later you always need to leave internal notes if you don't want to get marked down by QA. :)
When Sebastian answers the scheduled Call Later task and is ready to connect, which script should the SC use and what key purpose does it serve?
Use the Greeting Phone Script on the First Call – Agent Live Transfer tab to prepare Sebastian and smoothly transition to the live transfer. (A24-A29)
During the Call Later:
Sebastian still wants to be connected to an agent, but is not available to connect at this time.
What do you do?
Complete a Directed Lead
During the initial call, what are two things the Seller Connections Specialist (SC) should do before offering to shcedule a C2LT?
- Attempt to overcome the objection and
- Use assumptive language, pushing for a live transfer right now.
What is the primary purpose of the Call to Live Transfer workflow?
To facilitate live transfers between Sebastian and Alan, scheduling a call later for when Seb has greater availability
Sebastian is unresponsive at the scheduled call time.
How do you disposition?
Directed Lead
C2LT case comes to your tray as a written task. Before or at the time set for the C2LT, Seb let us know via text that they’re unavailable.
What do you do ?
Mark/dispo as RFC to be able to perform a DL.
Send SMS letting them know that Alan will reach out
After you push back to overcome the objection, Seb is still not ready to LT at this time but would like to connect with a PA.
What are the next steps?
1. Identify preferred contact time
2. Record Internal Notes
3. Record Agent Notes and Save (Do not send)
4. Set expectations for the scheduled call.
5. Send follow up text.
6. Send recap email.
7. Tag #C2LT in the tagging field
8. Dispo as Call Later
What is the name of the workflow that helps facilitate live transfers between Sebastian and Alan by scheduling a call when Sebastian has availability?
Call 2 Live Transfer C2LT
If Sebastian agrees to be connected with ZPA but "later"
How can you pushback for a connection right now?
This is one example:
"if you have just a minute I can make a quick introduction and you can schedule a more convenient time with the partner agent"
if they say no then...
No worries when's a better time to call and connect you?
During the Call Later, Sebastian no longer wants to talk to an agent.
What do you do?
Disposition as Not Interested
Seb agreed to a C2LT. What call details/items do you need to make sure are done before you dispo?
1. Tag #C2LT
2. Add internal notes to the case with #C2LT and any details that can help the next Rep.
3. Complete Agent Notes and Send recap email
4. Send SMS to Seb setting expectations
Explain the difference between a Call Later and a C2LT
The Call Later schedules a future conversation when Sebastian can’t do the initial call now, so an SCS can walk them through their options.
The Call to Live Transfer (C2LT) is a specialized follow‑up when Sebastian was interested in a partner agent but opted out of a live transfer due to timing; the scheduled callback is specifically to perform a live transfer to a Zillow Premier Agent.
Call later = Initial Conversation to pitch options
C2LT = Options pitched call purpose is to connect PA with Seb
You got a C2LT in your tray.
When will you disposition as Unresponsive?
Never dispo as UN
The only dispositions on a C2LT are NI and DL
Sebastian is unresponsive at the scheduled call time. What are the 3 required steps per SOP?
1. Leave a VM
2. Send SMS letting them know that Alan will reach out to them
3. Complete a Directed Lead