Ghost Spiels and Leaving Voicemails

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.