CUSTOMER TRANSACTION METHODOLOGIES

Policy on Transaction Handling for Voice, Email, Chat and all other CUSTOMER TRANSACTION METHODOLOGIES

1. Call/Chat/Email avoidance or dropping of call/transaction, including but not limited to:
11.1. Failure to answer calls, chats, and/or transactions within the threshold period. Delayed opening - should be within 3 seconds
11.2. Failure to answer at the start of the call/chats/transactions until the customer hangs up or disconnects. - do not place HC on mute
11.3. Intentional disconnection by the agent of the call/chat/transaction by the customer. ask cx to drop the call at end of call (Ghost spiel)
11.4. Transferring a call/transaction back into the queue without valid reason.
11.5. Prematurely transferring a call/transaction to another department/agent or back to the queue.
11.6. Intentionally giving inaccurate information in order to release a call/transaction.
11.7. Refusing to take a call/transaction.
11.8. Placing a customer on hold in excess of the threshold period. (2 minutes)
11.9. Inappropriate ending/passing of a call/transaction.
11.10. Aux Jumping: manipulating aux states to avoid calls/transaction in the queue or going back to the bottom of the queue without authorization
11.11. Staying on the line upon transfer of the call/transaction to the next level of support beyond the threshold period.
11.12. Intentionally dialing an invalid number that results to talk time or Aux out or ACD in, or other similar or analogous to the foregoing.
11.13. Opening multiple lines
11.14. Going on unavailable status without following operational procedure
11.15. Any other act analogous to the foregoing or that can result or is intended not to respond to customer calls/chats/transaction.