DISPOSITIONS : -
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IMPORTANT UPDATE -
1. In any scenario where the purpose of the call is not solved, i.e. Business Verification, we need to dispose the call in CNE. (If customer disconnects without listening the purpose, NC needs to be selected as disposition)
2. In any scenario where business and owner name both are blank, agents need to hang up the call from their end and have to dispose in NNIU - number not in use.
1. NNIU - Number Not In Use
Dialed Number is not valid.
Dialed Number does not exist.
Incoming calls facility not available on permanent basis.
The number you are trying to reach is not valid.
Apke dwara dial kiya number wrong hai, number ki dubara janch kar le.
Apke dware dial kiya number isthai roop se seva me nahi hai.
Is Number ki sari lines band kar di gayi hai.
This number is wrong.
2. NC - Not Connected - If purpose of the call is not justified and met.
Incoming calls is not available on this Number.
Does not have incoming service.
The Number you are trying to reach is temporarily suspended.
Apka balance is call ke liye paryapat nahi hai.
Apka balance insufficient hai.
Baar baar recharge karne and low balance ke janjat se bache.
May be you not prefix zero before dialing the number?
Temporary out of service.
Dial kiye huye number ka recharge nahi hai.
VICI dialer.
Apki call connect nai ki ja sakdi please try again later.
App jis Number per call karna chahte hai woh abi busy hai please try again later.
Group ke bahar se call receive karne ki anumati nahi hai.
Call forwarding for this number is unavailable.
This call can’t be connected.
Temporary out of service.
All routes are busy.
Temporary disconnected.
Number is busy.
Temporary not in service.
If any information is missed from mandatory columns which are Company Name, Customer Name, Small Category, Address with Area Pin, WhatsApp Number and locality.
If the customer is not providing any of the 7 mentioned details (Company Name, Customer Name, Small Category, Address with Area Pin, WhatsApp Number and locality) and said call me back.
All the cases of call back.
The customer closed their business for which calls have been made and informed them that he/she is associated with a second business but did not provide the information and disconnect the call.
3. NNR - Number Not Reachable
Dial kiya Number band hai.
The number you are trying to reach is not available.
Due to Network Conjunction is call ko connected nai kiya ja sakta.
Apne dwara Dial kiya number network area se bahar hai.
Number is switched off or not reachable
This call cannot be connected due to conjunction network.
This Number trying to reach is not available.
Number is not reachable or switched off.
Apke dwara dial kiya number Switched off hai.
4. CC - Customer Care
a) Any scenario where the call is connected to a customer care and the concerned person is not available for business verification.
b) Any numeric request from IVR for language or any request.
c) If due to the system the call is made to any customer care number so the agent needs to dispose of it on Customer care number and in this case it is mandatory to mention the name of the company or business of which that customer care number it is in the remark. In this case you need to mention the remark in proper format like Customer care number of HDFC Bank. In this example the HDFC Bank is the dynamic keyword which can be changed according to the call and Customer care number is the static keyword which will be fixed. For writing the remark you can install the Grammarly Application. The remark should be correct and meaningful. Because some time it is found that the agent wrote something in the remark but that was wrong and not been able to be understood by the database management team.
5. BT - Business Closed
A) Customer answering the call has closed the mentioned business and currently not associated with any other business.
- In any scenario where the customer confirms that he/she is planning to re-open the business in next 3 months, Agent need to proceed for verification. This will not be applicable if the customer is not sure about re-opening or location is not finalized. In all business closed scenarios, agent need to educate the customer to visit our website or call on customer care number in case he/she further need to register the business before the closing.
B) After providing all the information required for the verification the customer is informed that Currently business is closed and if the customer is not informed about those particular months like in how days or months, he/she will continue the business.
6. WBD - Wrong Business
A) If person answering the call is not the concerned person with the business but he is associated with any other business, agent need to take all the relevant details from the customer for the current business and update in the blank available fields. (This is also applicable if small category is same and the person was not associated with business mentioned on the CRM)
B) Change in small category if the entire business is same.
C) The customer closed their business for which calls have been made and he/she is doing a second business and provides all the details of his/her second business.
7. WN - Wrong Number
A) Customer answering the call is not associated with the mentioned business and currently not associated with any other business.
B) The customer said this is wrong number for which calls have been made and before informing them that if he/she is associated with a second business or not, disconnect the call.
8. VERIFIED - Verified
A) All the details should be verified. If any particular detail in the provided data is wrong then enter it in the second option. Example-If E-mail is wrong then write the correct one in the below option E-mail.)
B) Company Name, Customer Name, Small Category, Locality, Address with Area Pin, WhatsApp Number, is verified and call disconnected because of any reason.
C) After providing all the information required for the verification the customer is informed that Currently business is closed and the customer informs that within 3 months it will reopen.
9. NI - Not-Interested, Use “NI - Not-Interested” code
Case 1 - Customer is saying I am not interested why are you calling again and again.
Case 2 - Customer is using abusive language on calls.
Case 3 - Customer says how many times your team members will call me & then disconnects the call without mentioning that whether he got verified or not.
Note - All these will be applicable only after conveying purpose of the call i.e. Business Verification, if customer states He/she is not interested.
Case 4- Agent calls the customer and asks about the mentioned business and that business is closed so the agent should ask for another business and the customer is not interested in providing the information of the second business.
10. RC - Repeat Call
Below are the columns in which you have to select the same, i.e. "RC"-Repeat Call.
Case 1- If the customer said ""all my verification was done on the last call, why would you call me again and again"".
Case 2- If the customer said, ""Why are you calling me again and again?"" which has already been verified many times.
11. LB- "Language Barrier"
If the agent receives any kind of call in which the customer is not familiar with the language used by the agent or vice versa. It is mandatory to ask and mention in which language the customer is comfortable and write that language in the remark. In this case you need to mention the remark in proper format for example Punjabi Language, the customer is only comfortable in the Punjabi language, etc it will be suitable according to the customer preference. For writing the remark you can install the Grammarly Application. The remark should be correct and meaningful. Because some time it is found that the agent wrote something in the remark but that was wrong and not been able to be understood by the database management team.
Note :- The center needs to give feedback/suggestions after every escalation/doubt session which will help us to be in concern whether our associate partner is satisfied with the session or not. If the center fails to give feedback over the mail, the escalation/doubt session will not get arranged in future from our side.
Format - Concerned person details - Name - XYZ, Contact Number – XXX
* Please refer Sample CRM sequence sheet for available columns.
Note –
Remarks need to be updated in the stipulated format.
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