Humanatic
Inbound Training
Inbound
Purpose : Is the call handled by qualified employ or Interactive system
Qualified Employ : That employ which helps with the customer query or Solves it.
Interactive System : An AI System Which Solves the customer Query.
Un-Qualified Employ : Which does not able to Help the Customer or not able to solve it.
Inbound - 8 Options
1- Handled: By Qualified Employ Or Interactive system
2- Not Handled : Call ended while on hold
3- Not Handled : Nobody there, Hang-up During Bridge, Wrong No, Spam
4- Not Handled : Other
5- Not Handled : Reached Voicemail, Left Msg on Voicemail
6- Not Handled : Reached Voicemail and Didn’t Leave Massage
7- Not Handled : Live Msg left for return call from Another Employ
8- Not Handled : Live Conversation But No Live Massage Left
Handled: By Qualified Employ / Interactive system
If The Agent ( Employ) Solves The Query or give the proper Information To
the Customer.
If the agent or customer ask to call back (Himself)
i-e :- I will check and call u back / I will think and call u back
Examples : I Want an oil change Appointment And Agent Confirms The
Appointment
2- What time are you open today? - 7 am
3- I want to cancel the Appointment And Agent cancel It
4- I need the tire price and agent gives the price
Interactive system : Sets the appointment by Dialing.
Not Handled : Call Ended While on Hold
What IS Hold?
Music
Advertisement With Music
Ringing
Examples : Agent Forwards the call and call ends on music/
Advertisement with Music / Ringing
2- Music From Start to end
3- Ringing On the end of the call or / Music / Advertisement with Music
4- Please stay hold for our next agent and calls ends.
5- If the agent ask for hold. I-e “ Please hold or wait a minute ”
Not Handled: No Body There, Hang up During
Bridge, Wrong No, Spam
No Body There : One Picks The call and there is no body over
there for talk.. Hello … Hello and calls end.
Hang up During Bridge : Press 1 press 2 …..
Bridge Greetings : Thanku for calling
Wrong Number : Wrong Number, Mistake call
Spam : Any Non-Sense Call like 1-2 Sec
or Just sounds.. Any call which does not make sense
Just 1 Ring : Only single phone ring only contain 1 second call
Not handled : Other
It Contains 3 types of calls
Just Ringing's : Beep.. Beep.. Beep.. 2 or more Rings
After Hours Calls : We Are Currently close/ You are calling after
hours
Business Hours
Not Handled : Reached Voicemail and Left msg
on Voicemail
What is Voicemail?
After the transfer - rings/advertisement/music - after that if computer or the recorded msg says : I
am currently unavailable or away from my desk or the person u are calling is not available… its
known as voicemail.
- And there is a small beep and the caller leaves its msg
Example: Recorded Sound says I am currently away from my desk leave your name and number
and computer says then record your msg after the beep.
And caller records its message.
Not Handled: Reached Voicemail and didn’t Leave Msg.
If the call reached on voicemail or call starts with voicemail and caller
didn’t leave msg and calls end.
Example:
I am currently away from my desk or not available right now leave
your name and number etc…
There are other voicemails too
Like : You have reached messaging service
You have reached through Via IP Address
Mailbox is full and cannot accept any new msgs
The person mailbox is not been setup yet.
After the Tone/Music Computer says Extension 12342 is not available – That is also
known as voicemail
Not Handled : Live Message left for return call from another
Employ
If The Customers wants to talk with a person and he/she isn't available and the
Attended person ask for customer phone number, so he/she can transfer this msg to
him for call back to the customer.
Example:
Customer : Hello is john available?
Agent : No He is on leave today, Give me your name and number and I’ll let him
know and he will call you back, and customer gives his name and number.
Agent : Ok I will let him know / Or give him your msg.
Not Handled : Live Conversation But no Live msg Left
If the Query problem does not solved and calls ends
If the agent is not qualified or cannot able to give information.
IF agent ask for number and customer denied.
Live or General conversation call
Agent To Agent Call
General Call just containing Random Talks
If the required person is not available and customer didn’t give any
msg for him and didn’t leave own number.
If The Agent Refers or Give Number of other place/person
