Call Avoidance Calibration 2/26/2024

What's your findings for Syreeta Johnson's Call?

• Excessive Hold

• No Response or Dead Air

• Missed Greeting

• Hung Up on Customer

What's your observation for Syreeta Johnson's Call?

• There was an obvious excessive hold for more than 2 minutes. Hold time between

  00:01-

  08:20 timestamp.

• The customer started to speak at 00:01. The expert should respond within 15 seconds of receiving the call.

• The expert did not say anything and disconnected the call.

• The expert should call back the customer to complete the call and resolve the issue.

What's your findings for Yasmin Mikula's Call?

• Excessive Hold

• Missed Greeting

• Hung Up on Customer

• Lurking or Lingering

What's your observation for Yasmin Mikula's call?

• The expert missed her greeting on the first 15 seconds of the call and spoke at 00:00:25 timestamp.

• Expert hanged up to the customer while providing resolution. No callback was made

• The expert placed the call on hold for 4 minutes and did not come back for the customer.

• The customer kept on saying hello and hello until she disconnected the call.

What's your findings for Tivia McNeill's call?

• Excessive Hold

• Missed Greeting

• Did not follow callback process

• Hung up on customer

What's your observation for Tivia McNeill's call?

• Expert missed to greet the customer on the first 15 seconds of the call.

• Excessive use of hold was present during the call, expert put the customer on hold longer than 2 minutes.

• Expert did not follow call back process and didn't attempt to reach the customer.

• Expert refused to support the customer even if it was a scope of her LOB skilled.