drop call
procedure
1.Caller dropped while connecting to the firm
6.did not obtain a message to send
If, after gathering the contact information, the caller just says "Okay, thank you" and disconnects the call, try to call back twice in order to gather a message. Ask for information that might be relevant, such as a claim number or the information they need from the attorney.
If the caller disconnects while you are trying to get a hold of the attorney, you need to attempt to get the caller back twice. If after two attempts the caller does not respond, you need to continue your transfer process by dialing the whole list of attorneys, even if it's just to provide the caller's information.
2.caller became unresponsive
7.disconnects without getting a complete message
If the caller stops responding during the call, you need to do your "no response" script, disconnect the call after 2 minutes, and attempt to call back twice. If you already have a name and phone number, fill out the rest as unsure and send the intake. If no name or number was obtained, send it as a WCB/Message not obtain.
If, the caller disconnects while you are getting the message, but the closing script has not been read, you need to attempt to get the caller back on the line twice. Complete and confirm the message, and make sure the closing statement is done.
8.call drops mid-intake
3.caller disconnects after getting a hold of the attorney
The calls get disconnected mid-intake. Attempt to get the caller back two times. If the caller answers, continue with the intake. If they do not answer, complete the intake with the information that you have and document unsure if needed.
Ask the attorney if it's okay if you place them on hold while trying to get a hold of the caller. Attempt to call the caller back twice. If no response, go back to the attorney to provide the caller's information and let them know that the caller is no longer on the line.
4.the call disconnects mid-call
9.documented wrong number and the call disconnects
If you are not sure if you gathered the phone number correctly and when trying to call back the call does not go through or the caller does not answer, reach out to a Team Leader, providing the account number and time of the call. In case the phone number was incorrect, you will be getting the correct one to get back to the caller.
Attempt to have the caller back by dialing out twice. If the caller responds but the lines get disconnected again, we need to try another 2 times to get them back on the line. If the contact information was already gathered complete the rest as unsure, if not sending as WCB/Message not obtain.
5.caller placed you on hold.
do not forget to time stamp every dial out and system issue that occurs during the call
If the caller places you during the call, you need to do your "no response" script, disconnect the call after 2 minutes, and attempt to call back twice. If you already have a name and phone number, fill out the rest as unsure and send the intake. If no name or number was obtained, send it as a WCB/Message not obtain.
dropped calls
Keyla Beltran
Created on September 20, 2023
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Transcript
drop call
procedure
1.Caller dropped while connecting to the firm
6.did not obtain a message to send
If, after gathering the contact information, the caller just says "Okay, thank you" and disconnects the call, try to call back twice in order to gather a message. Ask for information that might be relevant, such as a claim number or the information they need from the attorney.
If the caller disconnects while you are trying to get a hold of the attorney, you need to attempt to get the caller back twice. If after two attempts the caller does not respond, you need to continue your transfer process by dialing the whole list of attorneys, even if it's just to provide the caller's information.
2.caller became unresponsive
7.disconnects without getting a complete message
If the caller stops responding during the call, you need to do your "no response" script, disconnect the call after 2 minutes, and attempt to call back twice. If you already have a name and phone number, fill out the rest as unsure and send the intake. If no name or number was obtained, send it as a WCB/Message not obtain.
If, the caller disconnects while you are getting the message, but the closing script has not been read, you need to attempt to get the caller back on the line twice. Complete and confirm the message, and make sure the closing statement is done.
8.call drops mid-intake
3.caller disconnects after getting a hold of the attorney
The calls get disconnected mid-intake. Attempt to get the caller back two times. If the caller answers, continue with the intake. If they do not answer, complete the intake with the information that you have and document unsure if needed.
Ask the attorney if it's okay if you place them on hold while trying to get a hold of the caller. Attempt to call the caller back twice. If no response, go back to the attorney to provide the caller's information and let them know that the caller is no longer on the line.
4.the call disconnects mid-call
9.documented wrong number and the call disconnects
If you are not sure if you gathered the phone number correctly and when trying to call back the call does not go through or the caller does not answer, reach out to a Team Leader, providing the account number and time of the call. In case the phone number was incorrect, you will be getting the correct one to get back to the caller.
Attempt to have the caller back by dialing out twice. If the caller responds but the lines get disconnected again, we need to try another 2 times to get them back on the line. If the contact information was already gathered complete the rest as unsure, if not sending as WCB/Message not obtain.
5.caller placed you on hold.
do not forget to time stamp every dial out and system issue that occurs during the call
If the caller places you during the call, you need to do your "no response" script, disconnect the call after 2 minutes, and attempt to call back twice. If you already have a name and phone number, fill out the rest as unsure and send the intake. If no name or number was obtained, send it as a WCB/Message not obtain.