D
This pertains to the petitioner of the application—either a U.S. citizen or a Green Card holder—contacting Boundless or RapidVisa.
Sponsor
This refers to a customer who purchased and signed up to our services and have recently activated their account.
Paid Customer
This refers to customers trying to return a call from a missed call received or calling to speak with their immigration assistant
Transfer/Looking for OB
This refers to the foreign national
contacting Boundless or RapidVisa.
Beneficiary
This refers to existing paid BL / RV customers initiate contact either because they are ready to proceed with a subsequent application (e.g., moving from a K-1 to an Adjustment of Status, or an Adjustment of Status to Removal of Conditions), or they are reaching out to their assigned Immigration Assistant for additional inquiries before fully activating their current account.
Repeat Customer
This refers to a customer previously assigned to an Outbound Sales Representative and is INELIGIBLE (does not meet the eligibility requirements) for services offered by Boundless and RapidVisa.
Owned (Ineligible)
Scenario: A first time customer is calling to inquire about a sibling visa. What should be the correct Dialpad tagging and disposition?
Other- Fresh Lead Ineligible
This refers to a family member, friend, or relative contacting RV/BL on behalf of the primary applicant to make an inquiry.
Family/Friend/Relative
This is used to tag Ghost/Dropped Calls.
N/A
This refers to inquiries from customers or applicants about B1/B2 tourist visa applications.
B1B2 Application
This describes calls that are unintentionally disconnected after being answered by an ISA, either because of the ff reasons:
- there's no audio from the caller's end
- the conversation ends prematurely due to technical, network, or system failures.
Ghost/Dropped Call
What is the correct disposition for DNC?
Others
This refers to first-time customers of BL/RV who are not qualified or ineligible for our services, and - Having No existing HubSpot account or No prior assignment to any Outbound Sales Representative.
Fresh Lead (Ineligible)
This refers to instances where paid customers call the unpaid mainline instead of their dedicated paid support line. This often results in extended queue times due to the high volume of calls handled by our support team.
Paid- Long Wait Times
This refers to a NEW, QUALIFIED inquiry from a first-time customer with Boundless or RapidVisa,
characterized by: - Having No existing HubSpot account or No prior assignment to any Outbound Sales Representative.
Fresh Lead (Eligible)
This refers to cx who don't fit the defined categories (applicant, sponsor, beneficiary, family/friend/relative) but are contacting us regarding an immigration inquiry.
Others
This refers to customers who have a contact owner and is ELIGIBLE (meet the eligibility criteria) for services offered by Boundless and RapidVisa.
Owned (Eligible)
Scenario: A customer calls back after a prior interaction with an Outbound Representative, typically to reschedule a meeting, process a payment, or ask a follow-up question for their tourist visa application. What should be the correct Dialpad tagging & Disposition?
B1B2 Application- Transfer/Looking for OB
Scenario: Customer calls in and needs assistance in uploading their documents for K-1. What should be the correct Dialpad disposition and tagging?
Sponsor/Beneficiary- Paid- Follow up/Status Update
Enumerate all Dialpad Dispositions
Sponsor
Beneficiary
B1B2 Application
Family/Friends/Relative
N/A
Others
What are the differences between a Disposition and Tagging in Dialpad?
Disposition is used to identify the primary caller of the application while Tagging serves to categorized the purpose of the call and describes what the call was about.
This refers to instances where paid customers call the unpaid mainline instead of their dedicated paid support line. This often results in extended queue times due to the high volume of calls handled by our support team.
Paid- Long Wait Times
This refers to interactions where paid customers call with follow-up questions or concerns specifically about their application after their packet has already been shipped to USCIS.
Paid- Post Ship Related
What should an ISA do for Ghost/Dropped Calls with and without owner?
Ghost/Dropped Call (No Owner) - ISA will attempt to do a call back and make
sure to leave a note via Hubspot.
Ghost/Dropped Call (Owned) -Leave a note via Hubspot and make sure you
notify the owner by tagging them
Give at least 6 Dialpad Taggings
Fresh Lead Eligible
Fresh Lead Ineligible
Owned Eligible
Owned Ineligible
Paid Customer
Ghost/Dropped Call