Call drop Scenarios
Please follow the below-mentioned process in case if the call get disconnected
Scenario 1:-
You start the greeting "Welcome to Lead how can I help" Call drops..
Action:- No outcall to be done, No Call back required
Scenario 2:-
You start the call with "Welcome to Lead how can I help" Query is not understood entirely and call drops. For example. Caller states "I wanted to know about Elga allocation" call drops before you could understand his query.
Action:- No outcall to be done, No Call back required
Scenario 3:-
You start the call with "Welcome to Lead how can I help" Query is understood completely. For example. The caller states "Resources are not getting downloaded" You probe the customer for more details and the call drops during conversation
Action:- Please create a ticket and immediately outcall the customer to resolve the issue on priority. If the customer does not respond, make two attempts to reach the AA/CSM and two more attempts to contact the school. The case should then be closed either upon resolution or, if there is still no response, through a force closure.
Scenario 4:-
You start the call with "Welcome to Lead how can I help" There is no response from the caller.
Action:- We will use the verbiage "I am sorry since I am unable to hear you. In case you hear me than please call us back" This has be to said thrice before you disconnect the call. (Wait for a few seconds before repeating this verbiage)