| S.No. | Disposition | Description |
|---|---|---|
| 1 | ||
| Direct Number | When we reach RPC's VM without dialing an Extn or talking to operator. | |
| Reached the VM which states "Its my(Prospect's) Cell phone, please leave a message". | ||
| VM of DM stating , he is not available. | ||
| VM of DM stating, he does not take calls. | ||
| Call directly connects to a message stating "Please hold while google voice tries to connect you", (HOLD), post hold the recording states "Mike Smith (DM name) is not available to take your call, please leave a message after the beep". | ||
| 2 | ||
| DNC & Call Alert | If GK/ DM asks to remove their name and number from our calling list. | |
| If DM says he is Not Interested (For Any reason) and correct pitcher details were already shared. | ||
| GK/RPC stated that they are receiving multiple calls from us and ask us to remove their number from our list. | ||
| If GK is adamant about speaking to our manager (Pitcher) and is not willing to hang up till she/he speaks to the Manager (Pitcher) - Force Call Exit Scenario. | ||
| If an agent discloses the company name and/or the pitcher's name to the RPC | ||
| While doing graceful exit on a call if DM agrees to incorrect last name and incorrect company name | ||
| While doing graceful exit on a call agent gives incorrect session/pitcher's name when DM asked for the same however DM still asks to remove his name from the calling list. | ||
| 3 | ||
| Fax Tone | If call is connected to a fax number(Directly/Indirectly). | |
| 4 | ||
| GK Block Rem | GK refuses to connect the call without knowing the reason/substance of the call. | |
| Language Barrier - GK/Person answering does not speak or understand English. | ||
| If GK is asking to speak to our manager (Pitcher) and is also asking for more details like purpose of the call, our location, country, phone number, etc. on the same call (provided the call does not become a Force Call Exit). | ||
| If GK says they are not interested or if GK says that she had checked with the RPC and he is not interested. | ||
| If GK mentions that she can take decision on behalf of RPC. | ||
| If GK states we have received an email from the pitcher and does not transfer the call to RPC. | ||
| If GK asks to set up an appointment. | ||
| If GK mentions that RPC only takes Emergency Calls or internal calls. | ||
| GK asks if it is a sales call and is not ready to transfer the call. | ||
| GK says they don't transfer calls to employees and we can reach them on their cell# or home# (GK also has no information about the Cell # or Home #) | ||
| GK recognizes the RPC and says no number or ext to reach rpc. Also, suggests that they can share DM's email ID. | ||
| Incase GK states that he/she needs additional information i.e. anything apart from DM's First name/last name/company name/job title/department name irrespective whether he/she recognizes DM or not | ||
| Incase GK states that they have multiple employees with same name and ask for additional information i.e. anything apart from DM's First name/last name/company name/job title/department name in order to identify DM. | ||
| If GK says she cannot transfer the call and hangs up. | ||
| If GK says RPC does not want to talk to our company. | ||
| If GK that he will transfer the call to RPC and instead transfers the call to a VM stating "We do not accept unsolicited calls. / A recorded message that guides on how to do business with their company/ A recorded message that mentions if we want to contact any one in their office then we need to first send them an email". | ||
| If GK states that they do not accept Unsolicited Calls. | ||
| If GK states that she can only transfer call to DM's VM. | ||
| If GK states Rpc's department does not take calls. | ||
| If GK states that they are in touch with our company/pitcher and does not transfer the call. | ||
| 5 | ||
| No Answer | In case we get a pop up message as "No Answer" and the same also appears over the redial button. | |
| 6 | ||
| Not Available | If RPC is on Lunch, Vacation, No Answer, No Response, left for the day Or Travelling. | |
| DM is located offshore and GK has the facility to transfer the call internally, however, cannot transfer the call because of time difference. | ||
| If DM says he is Not Interested (For Any reason) and pitcher details were not shared then dispose as NA. This would be disposed as DNC only when we have shared correct pitcher details with DM or if DM has agreed to incorrect last name and incorrect company name. | ||
| Got live voice of RPC after GK transferred the call, but was not able to hear the name clearly due to any reason (Graceful exit). | ||
| If RPC works in Night Shift/Semi Retired or comes once a week ( Not available). | ||
| When GK hangs up before or after agent asks for DM. | ||
| When RPC opens the call without disclosing his/her identity either directly or after going through DBN or Operator (no old notes) - Graceful Exit. | ||
| Call ends as soon as its connected or call connects to dead air. | ||
| When we reach a residential number for RPC. In case somebody says that rpc is not there and it is a residential number. That person cannot transfer the call internally to the RPC. | ||
| When GK/Person answers the call, agent asks for DM, GK says "Wrong Number" and hangs up before agent could verify the company name it should be disposed as Not Available (1st Attempt). | ||
| When GK/Person answers the call, agent asks for DM, GK says "No one by that name" and hangs up before agent could verify the company name it should be disposed as Not Available (1st Attempt). | ||
| Incase GK hangs up before agent could do the required probing to get an end resolution of the call. | ||
| Whenever you see a pop up message as Busy, Hang Up, or Other and the same is also mentioned over the redial button. | ||
| 7 | ||
| Person Left Rem | In case the Prospect is no longer with the company, however GK provides an alternate number to reach the DM (no previous notes indicating the same). Also, we are not required to dial the number given by GK. | |
| If the prospect is no longer with the organization/company | ||
| Company taken over by other company and RPC is no longer with the present company | ||
| If GK says RPC is no longer with the company from specific time period (e.g. since 1,2,5 years etc.). | ||
| If the GK states that RPC is working with a different company now (which is not related to the present company). | ||
| In case Direct VM of the prospect/someone else states that DM is no longer with the company. | ||
| If GK states RPC is Retired. | ||
| 8 | ||
| Pitcher Busy | When the agent has to discontinue a call due to non-availability of the pitcher or pitcher turns busy. | |
| When you get a pop up message as "Pitcher Busy" and the same also appears over the Redial Button. | ||
| On TOLV session if agent hangs up on a live voice because of pitcher busy. | ||
| On a direct call if agent spoke to RPC because of pitcher busy (select the Direct Call check box if not selected already). | ||
| 9 | ||
| Research Error | IVR giving options for 3 different companies, however none of the company name matches with the company details mentioned on lead and there is no option for DBN and operator - 1st Attempt. | |
| Call connects directly to an IVR with no option for DBN and operator - 1st Attempt. | ||
| If GK says company is taken over by another company and GK informs that they do not have anyone by the name of DM in their company. | ||
| In case GK informs that DM is a consultant/client/customer/freelancer or informs that DM's department is outsourced and there is no way to connect to him/her. | ||
| If it is a directory assistance number (Live Voice) or IVR asking for state and city For E.g. Telepacific Directory or 411 service - 1st Attempt. | ||
| If GK says RPC is deceased - 1st attempt. | ||
| If on a company IVR there is an option for DBN/ASD however agent is unable to find DM's name and there is no option for operator - 2nd Attempt. | ||
| If GK informs that there is no one by that name(Correct Company). | ||
| Message saying that the number is disconnected/not in service/not been activated (1st Attempt). | ||
| Incase GK initially says no one by that name and later says that may be because DM is no longer with the company (GK assumes that DMs name is not showing in their database as he is no longer with the company). | ||
| In case we have invalid DM name e.g. First Name "Modus" and last name "Operandi" then agent should end the call on dialing mode and dispose as RE. If the call gets connected before agent could hang up then pretend to have reached a wrong number by saying " I'm sorry I think I have reached a wrong number" and dispose the call as RE. | ||
| When GK/Person answers the call, agent asks for DM, GK says "No one by that name" and hangs up before agent could verify the company name it should be disposed as Not Available (2nd Attempt) | ||
| Direct number of someone else or Direct number for a particular department, who recognizes the RPC/does not recognize RPC. He also says he cannot transfer to the Operator or Switch board. | ||
| In case Gk informs that company on the lead does not exist/is bankrupt/dissolved/no longer in business. | ||
| Incase GK informs that he/she only has access to the directory for their location and they do not have DM listed. Also, they are unable to transfer us to the corporate office. (Same company as mentioned on the lead) | ||
| GK mentions that there is no one by that name, not listed in the directory, but he or she is not sure (1st Attempt). | ||
| 10 | ||
| Voicemail | When GK transfers the call to RPC's VM. | |
| When GK transfers the call to RPC's assistant's VM or someone else's VM (agent should not opt for the operator again instead just dispose the call). | ||
| If we reach a VM stating 'The person you're trying to reach does not have a voicemail set up yet'/General VM/Name not defined in VM. | ||
| If on a company IVR there is an option for DBN/ASD however agent is unable to find DM's name and there is no option for operator - 1st Attempt. | ||
| Non English VM/IVR. | ||
| If the call ends on an IVR directly or through GK. | ||
| Voicemail of someone else. | ||
| 11 | ||
| Voicemail Dropped Active | Whenever the leave voicemail button is active and agent drops a voicemail for the RPC. | |
| 12 | ||
| Wrong Number Rem | When you reach any other company apart from one mentioned on the lead (completely different company, no way linked to the company on the lead). | |
| When GK/Person answers the call, agent asks for DM, GK says "Wrong Number" and hangs up before agent could verify the company name it should be disposed as Wrong Number Rem (2nd Attempt). | ||
| 13 | ||
| Incomplete Record | Incase GK states that he/she needs additional information i.e. DM's First name/last name/company name/job title/department name irrespective whether he/she recognizes DM or not. | |
| Incase GK states that they have multiple employees with same name and ask for additional information i.e. DM's First name/last name/company name/job title/department name in order to identify DM. | ||
| In case GK informs there is no one by prospect's name and we do not have a company name to verify. | ||
| In case you get a call where DMs first name is missing completely then either you can hang up on dialing mode and dispose or if connected to Live person then pretend that you have reached a wrong number and dispose the call. (1st Attempt). (It also includes : In case we only have the initial of the first name and the complete last name, for eg: J.Smith). | ||
| Agent would follow the normal protocol i.e. ask for DM incase we only have DM's First name on the lead. Such calls would be disposed as Incomplete Record only when Gk specifically asks for the last name. | ||
| 14 | ||
| Target in Different Location | If RPC is located Offshore (other than US) and GK cannot transfer the call internally. | |
| If RPC works remotely or works from home and GK says that he will not transfer the call until he does not know the reason of the call. | ||
| GK informs that DM does not work in this office and she cannot transfer the call to him/her. | ||
| If RPC has relocated to any other location (within US) and GK cannot transfer the call internally. | ||
| If GK stated that RPC is a contractor/Field agent/board member, does not come to office and GK cannot transfer the call internally. | ||
| If GK stated that RPC is the owner of the company and does not come to office and GK cannot transfer the call internally. | ||
| 15 | ||
| Bad Number | In case we get a pop up message as "Bad Number" and the same also appears over the redial button. |