The simple way reviewing on this category is:
Listen to the first part of the call. make sure to hear if its a call about rescheduling an appointment or its not. if its not navigate to the last part of the call. and when you hear something I'VE GOT YOU DOWN AT: "DATE AND TIME" that's it! and make sure to listen if the time has been set up. if there is no time and the caller will follow up again well its not an appointment being booked
sometimes the caller was just asking about the address. well its not an appointment opportunity.
NOTE: even though the conversation was dropped. or placed on hold and the caller hangs up as long as they are talking about the possibility and opportunity to make an appointment you must tag that kind of call as it used to be.
Yes: Select this option if there was an opportunity to book an appointment and an appointment was successfully booked.
Example call - Caller: "I would like to set an appointment to get my teeth cleaned" // Receptionist or agent: "How does 10:00 AM on Thursday sound?" // Caller: “Yeah, that should be fine.” // Call ends.
Example call - Caller: “I need the oil changed in my car. Do you have any time today?" // Receptionist or agent: "Yes, can you make it around 2:00?" // Caller: “How about 2:30?” // Receptionist or agent: “I’ve got you down!” // Call ends.
No: Select this option if there was an opportunity to book an appointment, but the employee or agent was NOT able to book one. Several factors could contribute to a potential appointment not being booked:
Example call - Caller: “Do you accept Medicare?” // Receptionist or agent: “Unfortunately, no.” // Caller: “Thanks” and the call ends.
Example call - Caller: “I need some new tires for my Dodge Journey” // Receptionist or agent: “I’m sorry, but we don’t seem to have those tires in stock right now.” // Call ends.
Example call – Caller: “I’d like to schedule a tune-up today if you have any available time.” // Receptionist or agent: “We’re all booked up today, but we can fit you in tomorrow.” // Caller: “I’ll have to call you back.”
Correction: not an appointment opportunity:
Select this option if no appointment opportunity exists.
Select this option if the caller is just rescheduling an already existing appointment.
Select this option if there is no live conversation and no voicemail or if the caller reached voicemail and left a message.
Listen to the first part of the call. make sure to hear if its a call about rescheduling an appointment or its not. if its not navigate to the last part of the call. and when you hear something I'VE GOT YOU DOWN AT: "DATE AND TIME" that's it! and make sure to listen if the time has been set up. if there is no time and the caller will follow up again well its not an appointment being booked
sometimes the caller was just asking about the address. well its not an appointment opportunity.
NOTE: even though the conversation was dropped. or placed on hold and the caller hangs up as long as they are talking about the possibility and opportunity to make an appointment you must tag that kind of call as it used to be.
Yes: Select this option if there was an opportunity to book an appointment and an appointment was successfully booked.
Example call - Caller: "I would like to set an appointment to get my teeth cleaned" // Receptionist or agent: "How does 10:00 AM on Thursday sound?" // Caller: “Yeah, that should be fine.” // Call ends.
Example call - Caller: “I need the oil changed in my car. Do you have any time today?" // Receptionist or agent: "Yes, can you make it around 2:00?" // Caller: “How about 2:30?” // Receptionist or agent: “I’ve got you down!” // Call ends.
No: Select this option if there was an opportunity to book an appointment, but the employee or agent was NOT able to book one. Several factors could contribute to a potential appointment not being booked:
Example call - Caller: “Do you accept Medicare?” // Receptionist or agent: “Unfortunately, no.” // Caller: “Thanks” and the call ends.
Example call - Caller: “I need some new tires for my Dodge Journey” // Receptionist or agent: “I’m sorry, but we don’t seem to have those tires in stock right now.” // Call ends.
Example call – Caller: “I’d like to schedule a tune-up today if you have any available time.” // Receptionist or agent: “We’re all booked up today, but we can fit you in tomorrow.” // Caller: “I’ll have to call you back.”
Correction: not an appointment opportunity:
Select this option if no appointment opportunity exists.
Select this option if the caller is just rescheduling an already existing appointment.
Select this option if there is no live conversation and no voicemail or if the caller reached voicemail and left a message.
Thanks for this. Do you have any updates here on your blog tips on other category. Thanks in advance.
ReplyDeleteHi, what us the difference between these two options: An appointment was not discussed and Not an appointment opportunity (general conversation)- I've made lots of mistakes because I keep getting confused between these two options- thanks for your help.-
ReplyDelete