Situation 1 – If Gatekeeper opens the call:
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: May I know who is calling?
Agent: This is Sean [agent first name ONLY] calling on behalf of Howard Strauss [pitcher name].
Gatekeeper: What is this regarding?
Agent: I am an assistant to Howard and Howard asked me to contact Mike and transfer the call once I manage to get him online.
Gatekeeper (still insisting for the reason): What is this regarding?
Agent: I am not privy to the substance of the call, Howard asked to contact Mike and connect the call once I manage to get him online.
Gatekeeper: Where are you calling from? / Which company are you calling from? / Which organisation are you calling from?
Agent: Howard’s with [Essential Records Corporation]
Gatekeeper: Connecting through.
Mike Smith: Hi, this is Mike. (Agent transfers the call)
Situation 2 – If RPC opens the call directly:
Mike Smith: Hi, this is Mike. (Agent transfers the call)
Notes Required – No
Disposition – No, call gets disposed automatically.
Situation 1 – Gatekeeper connects the call to RPC and RPC opens the call with either the company name or just “Hello”:
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: May I know who is calling?
Agent: This is Sean [agent first name ONLY] calling on behalf of Howard Strauss [pitcher name].
Gatekeeper connects the call to Mike
Mike: Hi XYZ Corporation
Or
Mike: Hello
Agent: Could you please connect me to Mike
Mike: This is he/This is Mike.
Agent: Is this Mike Anderson? (Agent changes the last name if only first name was asked)
Mike: No, this is Mike Smith.
Agent: I am sorry, I think I have some wrong information, thanks for your time. (Let the RPC hang up the call or once RPC says “No problem”, we can hang up the call)
Or
Agent: Could you please connect me to Mike Smith?
Mike: This is he. / This is Mike.
Agent: Mike, have I reached Alpine Technologies? (Agent changes the company name if full name was asked)
Mike: No, this is XYZ Corporation.
Agent: I am sorry, I think I have some wrong information, thanks for your time. (Let the RPC hang up the call or once RPC says “No problem”, we can hang up the call).
Notes Required – Yes, (Details of Notes)
Disposition – Not Available
Over subsequent attempt, when Gatekeeper transfers the call and a person opens the call matching the situation mentioned in the previous notes, agent needs to transfer the call.
Situation 2 – Direct number for RPC and RPC opens the call with either the company name or just “Hello”:
Mike: Hi XYZ Corporation
Or
Mike: Hello
Agent: Could you please connect me to Mike
Mike: This is he/This is Mike.
Agent: Is this Mike Anderson? (Agent changes the last name if only first name was asked)
Mike: No, this is Mike Smith.
Agent: I am sorry, I think I have some wrong information, thanks for your time. (Let the RPC hang up the call or once RPC says “No problem”, we can hang up the call)
Or
Agent: Could you please connect me to Mike Smith?
Mike: This is he. / This is Mike.
Agent: Mike, have I reached Alpine Technologies? (Agent changes the company name if full name was asked)
Mike: No, this is XYZ Corporation.
Agent: I am sorry, I think I have some wrong information, thanks for your time. (Let the RPC hang up the call or once RPC says “No problem”, we can hang up the call)
Notes Required – Yes (Details of Notes)
Disposition – Not Available
Agent needs to flag the call as a direct call by clicking the checkbox “Direct Call”.
Situation 3 –RPC agrees to the Incorrect Last Name and Incorrect Company Name:
Agent: Could you please connect me to Mike
Mike: This is he. / This is Mike.
Agent: Is this Mike Anderson? (Agent changes the last name if only first name was asked)
Mike: Yes.
Agent: Mike, have I reached Alpine Technologies? (Agent changes the company name if RPC agreed to incorrect Last Name)
Mike: Yes.
Agent: This is Sean [agent first name ONLY] calling from Digital Telecom Services and we are conducting a survey regarding the phone lines. Would you be interested?
Mike: No, I am not interested.
Agent: Thank you for your time. Have a nice day. (End the call)
Or
Mike: Yes, I am interested in the survey.
Agent: Alright, so how many phone lines do you have?
Mike: I have 20 phone lines.
Agent: Which service provider are you using currently?
Mike: AT&T
Agent: How much do you pay every month?
Mike: I pay around $200
Agent: Thank you for your time. Have a nice day. (End the call)
Notes Required – Yes, but to be put in the Call Alert pop-up box (Details of Notes)
Disposition – Do Not Call
Agent needs to flag the call as a direct call by clicking the checkbox “Direct Call”.
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: Mike used to work here 2 years ago OR
Mike is no longer with us/the company OR
Mike is working in a different company (which is not related to the present company) OR
Mike is retired
Agent: Ok, thank you for that information (Should never reconfirm the company name)
Notes Required – No
Disposition – Person Left Remove
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: We don’t have anyone by that name.
Agent: Ok, have I reached XYZ Corporation (RPC’s company name) {Agent can skip this step if GK/IVR opens the call with same company name as mentioned on the lead}
Gatekeeper: Yes.
Agent: Ok, I have his job title as (RPC’s Job Title).
Gatekeeper: We don’t have anyone by that name/I cannot search with the Job Title.
Agent: Ok, I am sorry, I think I have some wrong information, thanks for your time.
Notes Required – No
Disposition – Research Error
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: He passed away few years ago.
Agent: I am sorry to hear that. I'll update my records.
Notes Required – Yes
Disposition – Research Error
If there is a previous note as "RPC Deceased", then we need to hang up the call on dialing mode and dispose as Research Error. In case the call gets connected before one could hang up, we need to say "I apologize, I dialled a wrong number. Have a good day."
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: We don’t have anyone by that name.
Agent: Ok, have I reached XYZ Corporation (RPC’s company name)
Gatekeeper: No.
Agent: Ok, I am sorry, I think I have some wrong information, thanks for your time.
Notes Required – No
Disposition – Wrong Number Remove
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: I am sorry but he is … “not at his desk” or “busy on another call” or “not available” or “on a vacation”.
Agent: Ok, thank you for that information.
Or
Gatekeeper: I am sorry but he is … “not at his desk” or “busy on another call” or “not available” or “on a vacation”. May I get your name and number; I’ll have (RPC Name) call you back.
Agent: That’s ok. I’ll call back later. Thanks.
Or
Gatekeeper: I am sorry but he is … “not at his desk” or “busy on another call” or “not available” or “on a vacation”. Would you like his voicemail?
If Leave Voicemail button is active
Agent: Sure, that’ll be great.
(Agent needs to listen to the voicemail and click on Leave Voicemail Button after the BEEP.)
Notes Required – No, an automatic note “Voicemail Left” gets generated.
Disposition – Voicemail Dropped Active
If Leave Voicemail button is not active
Agent: That’s ok. I’ll call back later. Thanks.
Notes Required – No
Disposition – Not Available
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: You keep calling us day in and out and I have asked you several times not to call us.
Agent: I apologize for the inconvenience, I’ll make sure that we don’t call you anymore.
Notes Required – Yes, but to be put in the Call Alert pop-up box (Details of Notes)
Disposition – Do Not Call
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: He does not work here.
Agent: So is he at a different location or no longer with the company?
Scenario 1
Gatekeeper: He is no longer with the company.
Agent: Ok, thank you for that information.
Notes Required – No
Disposition – Person Left Remove
Scenario 2
Gatekeeper: He works at a different location.
Agent: Is it possible to transfer this call to that location.
Gatekeeper: No.
Agent: ok, thank you for your time.
Notes Required – No
Disposition – Target in different location
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: We don’t have anyone by that name at this facility/location
Agent: So is he at a different location.
Scenario 1
Gatekeeper: I don’t know. / I am not sure.
Agent: And just to confirm, have I reached (RPC's Company)?
Gatekeeper: Yes.
Agent: ok, thank you for your time.
Notes Required – No
Disposition – Research Error
Scenario 2
Gatekeeper: Yes, he is at a different location.
Agent: Is it possible to transfer this call to that location.
Gatekeeper: No.
Agent: ok, thank you for your time.
Notes Required – No
Disposition – Target in different location
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: Do you have an appointment or is (RPC’s name) expecting you call?
Agent: No, this is Sean [agent first name ONLY] calling on behalf of Howard Strauss [pitcher name] and Howard asked me to contact Mike and transfer the call once I manage to get him online.
Gatekeeper: What is this regarding?
Agent: I am not privy to the substance of the call, Howard asked to contact Mike and connect the call once I manage to get him online.
Gatekeeper: Mike does not take a call without prior appointment.
Agent: Ok, in that case, let me get back to you with some more information.
Notes Required – No
Disposition – Gatekeeper Block
Or
Gatekeeper: How may I direct your call?
Agent: Could you please connect me to Mike Smith (RPC’s name)?
Gatekeeper: May I know who is calling?
Agent: This is Sean [agent first name ONLY] calling on behalf of Howard Strauss [pitcher name].
Gatekeeper: What is this regarding?
Agent: I am an assistant to Howard and Howard asked me to contact Mike and transfer the call once I manage to get him online.
Gatekeeper (still insisting for the reason): Why does Howard want to speak to Mike / Is this a sales call / Is this a personal or business call?
Agent: I am not privy to the substance of the call, Howard asked to contact Mike and connect the call once I manage to get him online.
Gatekeeper: Which City/State/Country are you calling from or What does your company do?
Agent: I am sorry, I am not authorized to disclose that information.
Gatekeeper: I cannot transfer the call until you give me more information or the reason of the call.
Agent: Ok, in that case, let me get back to you with some more information.
Notes Required – No
Disposition – Gatekeeper Block
Scenario 1:
RPC Name: J. Smith
Job Title: Manager IT
Agent: Hi, could you please connect me to J Smith.
Gatekeeper: I need the complete first name.
Agent: I don't have that information, however, I do have his Job title as Manager IT.
Gatekeeper: I won't be able to search using Job Title. I would need the first name.
Agent: Ok, let me get back to you with some more information.
Notes Required
- No
Disposition - Incomplete Record
Scenario 2:
RPC Name: J. Smith
Job Title: Blank
Agent: Hi, could you please connect me to J Smith.
Gatekeeper: I need the complete first name.
Agent: Ok, let me get back to you with some more information.
Notes Required
- No
Disposition - Incomplete Record
Scenario 3: (Transfer)
RPC Name: J. Smith
Agent: Hi, could you please connect me to J Smith.
Gatekeeper: Connecting through.(GK transfers the call to someone who answers saying "Hi, this is John" or "Hi, this is Jennifer".)
Agent: (Agent transfers the call)
Notes Required - No
Disposition - No, call gets disposed automatically.
Scenario 4: (Graceful Exit)
RPC Name: J. Smith
Agent: Hi, could you please connect me to J Smith.
RPC: This is she/he.
Agent: Have I reached Alpine Technologies? (Agent changes the company name)
RPC: No.
Agent: I am sorry, I think I have some wrong information.(Let the RPC hang up the call or once RPC says “No problem”, we can hang up the call).
Notes Required – Yes, (Details of Notes)
Disposition
– Not Available
Scenario 5: (Direct Voicemail)
RPC Name: J. Smith
Call connects directly to a voicemail that says "This is John/This is Jennifer. Please leave a message after the beep".
Notes Required
– Yes (Details of Notes)
Disposition – Direct Number
Agent needs to flag the call as a direct call by clicking the checkbox “Direct Call”.
Scenario 6: (IVR/DBN)
RPC Name: J. Smith
Agent needs to try DBN using last name mentioned on the lead and in case they reach a name whose first name starts with the same alphabet as mentioned on the lead and last name as mentioned on the lead, then agent would opt for that name. Otherwise, agent should try for the operator.