I've been reviewing Reason Not Connected over a year and i think that normal reviewers should not hurry on tagging calls on this category. that's the secret. don't hurry. and all is going well
the common mistake of the people on this category is the ff.
Voice mailbox = Did you know that Even the Voice mailbox is FULL you should tag the call as REACHED VOICE MAILBOX DID NOT LEAVE A MESSAGE, its simply because the voice mailbox is reached. and that is what they asking for. why tag this call as wrong number?
Ringing for 29 seconds - some reviewers tag this call as Hung up after 30+ seconds of holding WHY ? isn't it on the name of the option? as long as its 30 seconds it will be fine but if its 28 or 29 don't make your own rules!
some of the reviewers seeks the end of the call and then tag the call even though they did not listen to whole conversation. here's the scenario. 1 to 20 seconds is a bridge call. 21 to 40 seconds is ringing. at 41 seconds the agent answers. and the caller ask to transfer to specific agent or department. the call is transfered. its ringing again. and at 60 seconds for example the caller was just asking for time. and 70 seconds the conversation ended but after the call was ended the call didn't end. it rings continously and then reached over 300seconds so the reviewer now think its Hung up after 30+ seconds of holding because its ringing constantly without knowing that its connected. and then some other reviewers do the same and a good reviewer listen the the call until the end and got the correct tag. the good reviewer will get penalized. even though he got the right tag. that's the problem
so i advice to listen to the call carefully to avoid this kind of situation. i know the reason why some reviewers are tagging answers as fast as possible because of the rate of the calls. but we should consider our co reviewers who are willing to work slowly to avoid penalty and still got penalized because wrong doings.
the common mistake of the people on this category is the ff.
Voice mailbox = Did you know that Even the Voice mailbox is FULL you should tag the call as REACHED VOICE MAILBOX DID NOT LEAVE A MESSAGE, its simply because the voice mailbox is reached. and that is what they asking for. why tag this call as wrong number?
Ringing for 29 seconds - some reviewers tag this call as Hung up after 30+ seconds of holding WHY ? isn't it on the name of the option? as long as its 30 seconds it will be fine but if its 28 or 29 don't make your own rules!
some of the reviewers seeks the end of the call and then tag the call even though they did not listen to whole conversation. here's the scenario. 1 to 20 seconds is a bridge call. 21 to 40 seconds is ringing. at 41 seconds the agent answers. and the caller ask to transfer to specific agent or department. the call is transfered. its ringing again. and at 60 seconds for example the caller was just asking for time. and 70 seconds the conversation ended but after the call was ended the call didn't end. it rings continously and then reached over 300seconds so the reviewer now think its Hung up after 30+ seconds of holding because its ringing constantly without knowing that its connected. and then some other reviewers do the same and a good reviewer listen the the call until the end and got the correct tag. the good reviewer will get penalized. even though he got the right tag. that's the problem
so i advice to listen to the call carefully to avoid this kind of situation. i know the reason why some reviewers are tagging answers as fast as possible because of the rate of the calls. but we should consider our co reviewers who are willing to work slowly to avoid penalty and still got penalized because wrong doings.
Can you please help me understand "Reason not Booked"? I can't seem to get past 86% and I need to score higher to open another category.
ReplyDeleteHello Elocin Arevlis! The only key in Reason not Booked is don't rush things. take time reviewing calls and after you unlocked new categories leave that category anymore. and also look at the overview anytime.
DeleteHi!! Thanks for the info.. But i have a question.. What if the call starts and ends with just a music? Lets say the call took 1 min.. And from 1-60 seconds its just a music. What should be the tag for that? Thankyou!
ReplyDeleteHi!! Thanks for the info.. But i have a question.. What if the call starts and ends with just a music? Lets say the call took 1 min.. And from 1-60 seconds its just a music. What should be the tag for that? Thankyou!
ReplyDeletehello for me its considered as Junk call. Wrong number; nobody there; hung up during bridge greeting because as long as the call is not answered or didn't passed thru bridge greeting you should tag it as JUNK
DeleteHi! I see it was a few years, but anyway. I had the same doubt considering that when you do not hear a recorded voice at the beginning with the number options for each department it would be consider as it was like the call was ringing all over the time and tag it as Hang up after 30+ seconds of holding. If you can clear it to me I'd really thank you!
DeleteBtw thanks you for the info!
Deletehow to incerease the accruacy?
ReplyDeleteyou just have to answer accurately dont tag the call too fast make sure you got the best answer as possible and if you have an audit you should fight for it if you got and you believe you got the right answer
DeleteHi!! I have a question... If the call rings less of 30 seconds, what i have to choose?
ReplyDeleteas long as its not answered and being transferred
Deleteand there are no bridge greeting the one with PRESS 1 FOR SALES PRESS 2 FOR SERVICE
then tag this as WRONG NUMBER
about reason not connected if caller ask about hours of operation it comes under?
Delete