HIQ

Grammatical errors were observed. Wrong disposition, since it was a voicemail therefore it should be Not Contacted: No Contact. Wrong disposition, the correct disposition must be Not Contacted: No Contact, since no one answered the call. It would be ideal if the SDR addressed the customer by name. It would be better if the agent listened attentively. Fillers were observed on the call. The agent stuttered a bit. The agent should let the customer to verify her information like her Name and she should follow the email script. It would be better if the SDR waited until the customer finished speaking. The agent made sure that the customer was done speaking first before talking, no verbal collision was observed. Wrong disposition; should be labeled as "No English" because it was clear during the call that the customer does not understand English. The SDR should not stay on the line for too long especially when there's no customer on the line. The SDR remained on the line for approximately minutes and seconds. I look forward to hearing your prompt response. Wrong disposition, the customer and SDR interacted. Since the customer and SDR interacted, the call was incorrectly labeled. CI NOT FOLLOWING CLIENT DIRECTIVES After transferring the customer to the licensed agent, the SDR should have concluded the conversation. Furthermore, the consumer must be heard on the recording as the final person to speak. The SDR should end the call after he or she had made sure that the customer and licensed agent have established a connection. NOT FOLLOWING This is a valid transfer, however, the SDR failed to follow the client directives that we need to ensure that the customer and licensed agent are already talking before disconnecting the call. As discussed during the calibration we should wait for the customer's response for just at least 2 seconds before ending the call. CALL ABANDON, CALL AVOIDANCE OR CALL RELEASE The SDR remained for approximately 1 minute and seconds, far longer than the 15-second restriction CALL RELEASE:Improper call release since the communication between the licensed agent and the customer was not fully established. Revoke This has been reviewed. I appreciate your attention to this matter, CI for Not Following has been revoked. We appreciate your prompt response for this Critical Incident. CI for Misleading Information has been closed. CALL ABANDON The SDR lingered for nearly 1 minute and 1 second, far longer than the 15-second restriction. The SDR should not stay on the line for too long especially when there's no customer on the line. The SDR remained for nearly 1 minute and 1 second, far longer than the 15-second restriction. The SDR remained for approximately 1 minute and 1 seconds, far longer than the 15-second restriction. The SDR remained for approximately minutes and 1 seconds, far longer than the 15-second restriction. The SDR remained for approximately seconds, far longer than the 15-second restriction. DISCONNECT PAG 1 SI AGENT ANG NAG DISCONNECT PAG 0 SI CUSTOMER Wrong disposition, it was disposed inappropriately Since there is no valid response from the customer's line it should be tagged as Not Contacted: No Contact. CALL RELEASE: Improper call release since the communication between the licensed agent and the customer was not fully established. It would be great if the SDR maintained her enthusiasm throughout the call. It would be great if the SDR provided the transfer script completely. STRONG COACHING: The SDR should enunciate words clearly and it would be great if the SDR can talk naturally. The SDR should answer the call immediately. Minimal fillers were observed such as SDR used foul language while speaking in Tagalog. The system disconencted on the call and dispositioned the call as ACW Timeout. It would have been better if the SDR did not stay on the line for that long especially once the SDR identified the call because system disconencted on the call and dispositioned the call as ACW Timeout. It would have been better if the SDR had not remained on the line for so long, especially after the SDR had recognized the call because the system had disconnected and had labeled it as an ACW Timeout. CALL RELEASE: The SDR lingered far past the allotted 15 seconds. The call was supposed to end at The SDR promptly pressed the conference button, however the SDR did not verify as to the customer's current home state. It would have been better if the SDR had expressed enthusiasm or sounded more upbeat during the conversation. The SDR did not fully provide the hand-off script and the prep to transfer spiel.