Notes

DNC and Call Alert Notes (Entered in the call alert box only and not in the notes section **)

Force Call Exit
GK Requested DNC – multiple calls
GK Requested DNC – additional information required
GK Requested DNC – incorrect information (example: Person left, no one by that name, wrong number etc)
GK Requested DNC – Other
Revealed correct campaign details to the Prospect
Prospect requested DNC
Prospect said not interested
RPC agreed to the incorrect last name and company name

**If RPC opens the call with Hello/Company name and after graceful exit, requests DNC, we need to enter notes for Graceful Exit in the notes section first before entering the call alert DNC notes.

Example:
Notes section – RPC answered directly with Hello (Male)            
Call Alert Box – Prospect requested DNC


Note for IVR Situation with DBN/ASD      (Disposition - 1st attempt as Voicemail and 2nd attempt as Research Error)

Name not found on DBN/ASD, try for Operator

Name not found on DBN/ASD and no option for operator


Note for IVR Situation without DBN/ASD (1st Attempt)      (Disposition –Research Error)

No option for DBN/ASD/Operator


Notes for Graceful Exit Scenarios      (Disposition – Not Available)

When RPC opens the call directly (Checkbox “Direct Call” to be checked also)

RPC answered directly with Hello (Male)
RPC answered directly with Hello (Female)
RPC answered directly with Company Name (Male)
RPC answered directly with Company Name (Female)

When GK transferred the call to RPC

GK transferred, got live voice of RPC who said Hello (Male)
GK transferred, got live voice of RPC who said Hello (Female)
GK transferred, got live voice of RPC who said company name (Male)
GK transferred, got live voice of RPC who said company name (Female)

When IVR/Extension redirected the call to RPC

Through IVR, got live voice of RPC who said Hello (Male)
Through IVR, got live voice of RPC who said Hello (Female)
Through IVR, got live voice of RPC who said company name (Male)
Through IVR, got live voice of RPC who said company name (Female)

In case there are multiple numbers and the agent conducts a successful graceful exit on any one of the numbers agent should mention the telephone number on which the graceful exit was conducted along with the way the prospect has answered the call.
Example: Tel1 - +16874235893 Tel2 - +15194789664 (Agent conducted the graceful exit on Tel2 - +15194789664)
Agent's Note: +15194789664 - RPC answered directly with Hello (Male)


Note for information not confirmed      (Disposition – Not Available)

GK/Person said no one by that name and hung-up before confirming any other details      (2nd Attempt – Disposition changes to Research Error)
GK/Person said wrong number and hung-up before confirming any other details.      (2nd Attempt – Disposition changes to Wrong Number Remove)


Note for RPC Deceased      (Disposition – Research Error)

RPC Deceased


Note for Initials in First Name (M. Smith), Direct Voicemail      (Disposition – Direct Number)

DM’S FIRST NAME IS -


Note for Foreign Language IVR   (Disposition – Voicemail)

Foreign Language IVR

We need to exhaust the below mentioned steps:
1. Choose an option (If Any) to convert the IVR from “Foreign Language” to “English Language” which would help to explore further to reach the prospect/operator.
2. If there is no option to change the language then stay on the IVR for 1 minute at the most as it will probably connect to the live person automatically.
3. If Action 2 fails then try and reach the operator by pressing ‘0’ immediately (Do not wait further if IVR repeats itself or connects to a dead air before or after pressing ‘0’)


Note: Agent should not enter notes in any other scenarios apart from the ones mentioned above.

Also, In case of multiple, we only attempt the number dialed by default and dispose as per the outcome.