Call avoidance
Ninjas
We are being called out because of excessive ACW/AUX.Experts have been putting calls on hold for as long as 1 hour while on AUX-OUT.
What's Happening?
What is call avoidance?
What is call avoidance?
transferring calls you are trained to handle
Any act of call riding
AUX toggling to avoid incoming calls
Putting calls on hold for too long; using deliberate silence
What to do
What to do
Observe PROPER HOLD and TRANSFER procedures as outlined in C2.> Set proper expectations to the customer > return to the customer every 2 minutes with an update > if wait time is more than 2 minutes, advise customer to call back at their convenience or remain on the lne without you. https://c2.t-mobile.com/accounts/transfer-support https://c2.t-mobile.com/accounts/hold-and-mute-calls
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Transcript
Call avoidance
Ninjas
We are being called out because of excessive ACW/AUX.Experts have been putting calls on hold for as long as 1 hour while on AUX-OUT.
What's Happening?
What is call avoidance?
What is call avoidance?
transferring calls you are trained to handle
Any act of call riding
AUX toggling to avoid incoming calls
Putting calls on hold for too long; using deliberate silence
What to do
What to do
Observe PROPER HOLD and TRANSFER procedures as outlined in C2.> Set proper expectations to the customer > return to the customer every 2 minutes with an update > if wait time is more than 2 minutes, advise customer to call back at their convenience or remain on the lne without you. https://c2.t-mobile.com/accounts/transfer-support https://c2.t-mobile.com/accounts/hold-and-mute-calls