Ghost Spiels
Leaving voicemail
When a call comes in and no one responds after the opening spiel, it may be a ghost call. To handle this, repeat the opening spiel three times within 15 seconds (5-second intervals) to get the caller's attention. If there's still no response after the third attempt, say the following:
When calling a customer and reaching their voicemail, it's important to leave a message that identifies who is calling and the general purpose, without sharing any account-specific details.
"Since I cannot hear any valid response from the other line, I will have to end this call to assist other customers. For any concerns, you may contact us at (855-268-3669). Thank you for calling Cove. Have a great day."
"Hi, this is Mary with Cove on a recorded line. I'm trying to reach you about (state general purpose). Please call us back at your convenience at 855-268-3669. Thank you and have a lovely day!"
Remember, ghost calls should not exceed 2 minutes. Allowing a call to go beyond this time is considered call riding, a zero-tolerance violation as it constitutes call avoidance.
This ensures we follow proper call etiquette while protecting the customer's privacy and security.
Ghost Spiels and Leaving Voicemails
aldesa training depa
Created on August 22, 2024
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Transcript
Ghost Spiels
Leaving voicemail
When a call comes in and no one responds after the opening spiel, it may be a ghost call. To handle this, repeat the opening spiel three times within 15 seconds (5-second intervals) to get the caller's attention. If there's still no response after the third attempt, say the following:
When calling a customer and reaching their voicemail, it's important to leave a message that identifies who is calling and the general purpose, without sharing any account-specific details.
"Since I cannot hear any valid response from the other line, I will have to end this call to assist other customers. For any concerns, you may contact us at (855-268-3669). Thank you for calling Cove. Have a great day."
"Hi, this is Mary with Cove on a recorded line. I'm trying to reach you about (state general purpose). Please call us back at your convenience at 855-268-3669. Thank you and have a lovely day!"
Remember, ghost calls should not exceed 2 minutes. Allowing a call to go beyond this time is considered call riding, a zero-tolerance violation as it constitutes call avoidance.
This ensures we follow proper call etiquette while protecting the customer's privacy and security.