Review

Category Instructions: Inbound

The purpose of the category Inbound is to determine whether or not the call was handled by a live,
qualified employee or interactive system.

Helpful terms:

Qualified employee: An employee that is able to assist a caller with his or her
inquiry. The qualified employee may at times need to call back in order to provide
an answer or solution. As long as the same employee is the one intending to return
the call, it is still considered connected.
Interactive system: These types of systems will often be considered auto-
attendants. These calls will sound like interactive recordings that ask questions or
request information and require the caller to interact by making phone selections
in order to have their inquiries handled.
Unqualified employee: An employee that is not able to assist the caller with his or
her inquiry. A caller may reach an unqualified employee, but it is not considered a
connected call unless the caller is connected to someone who can assist him or her
with most or all of his or her inquiry.

Here are the options:

Handled by a qualified employee or interactive system

Caller is connected to a qualified employee who is able to help the caller with his
or her inquiry
Call connection is lost after most of the caller’s inquiries have been handled
by a qualified employee
Call connection is lost after the caller’s contact information is shared with a
qualified employee
Call connection is lost after there is an appointment discussion with a qualified
employee
Caller asks for a specific employee who handles the call
Caller is notifying the qualified employee that he/she has arrived to drop
off/pick up their pet from their office
Caller asks for a specific employee who is not available, but the receptionist or
another qualified employee handles the call
Caller is connected to a qualified employee who is able to help the caller with
most of his or her inquiry. However, a followup call is promised to take place by
the same employee or another employee in order to answer remaining questions
or provide remaining information.

Example: Employee was able to answer most questions about available inventory
and inventory specs, as well as invite the caller in for an appointment, but the
caller needed to have a manager provide a return call to discuss additional pricing
points.
Example: Employee was able to field the caller’s initial questions about services,
discuss pricing, and provide detailed options, but a return call is needed by a
technician to provide additional information about the requested service(s).
Example: Employee handled caller’s inquiries, scheduled soft appointment, and
notified the caller that a manager will follow up to confirm.
Example: Employee scheduled a home services appointment for a specific date, but
the employee informs the caller that someone else will be calling back the morning
of or day before in order to give a more specific appointment time or window of
time.

Caller has a general inquiry:

Example: Caller is only asking for business hours, receives that information,
and does not need to reach another employee or department
Example: Caller is only asking for an address or location, receives that
information, and does not need to reach out to another employee or department.
Example: Caller is only asking if a person works or is currently working at
the business, but does not need to speak with that person.

Caller returned a missed call, employee identified who called, but the caller was
not interested in being connected to that employee
Call is successfully handled by an interactive system or auto-attendant.

These calls will sound like interactive recordings that ask questions or request
information and require the caller to interact by making phone selections.

Caller has reached the business he or she intended to reach, but the employee who
answered informs the caller that the business is unable to fulfill the caller’s
requests and the employee recommends another business for the caller to
contact.

Example: Caller wants to speak to the finance manager, finance manager is

reached, but the finance manager refers caller to 3rd party financing company for
questions related to current payments.
Example: Caller wants to speak to someone in service, the service advisor is
reached, but the advisor refers the caller to a separate service business because
 those services are not offered by his or her shop.
Example: Caller reaches a dental receptionist, caller asks the receptionist
questions about his or her insurance policy, but the receptionist refers the caller to
his or her insurance company for answers to those questions.
Example: Caller is looking for home services, caller reaches a call center agent,
and the call center agent informs that caller that services cannot be performed. He
or she then provides contact information for local service providers that may be
able to help the caller.

Not handled: call ended while on hold

Caller is transferred from a person or business greeting and left on hold through
the end of the call

A business greeting is a recorded message that provides information to the caller,

such as business hours, the office being closed, or all lines being busy at that time.

Caller was placed on hold by a live employee but he or she was no longer on the
line when the employee returned to the call
Caller was placed on hold by a live employee, to be transferred to another
employee, but he or she was no longer on the line when the employee answered
Call consisted of music from start to finish
Caller reaches a recording informing him or her that all representatives are busy
and he or she may reserve their place in line by making a selection on his or her
phone.

This is not the same thing as an auto-attendant. Auto-attendants fully help a caller
with his or her needs with account information, service scheduling, etc.
Example: The recording may sound like, “All representatives are busy at this time.
To hold your place in line and receive a call back when an available representative
is ready, please press…”

Not handled: nobody there, hung up during bridge, wrong number, spam

Caller was not there or did not answer when the call was initially answered by
the first employee that received the call
Caller dialed the wrong number
Caller returned a missed call and the employee informed him or her that the
original caller dialed an incorrect phone number
Audio only consists of dial tone, fax machine, or other sounds
Audio is unclear because it is a garbled or distorted recording
Call is only a few seconds in length and contains no clear audio or conversation
Caller hung up during the bridge greeting

A bridge greeting is a recorded message that answers the phone and offers a menu
such as "For sales press 1, for service press 2, for parts press 3"

Not handled: other

 Call consisted of perpetual ringing from start to finish
Caller hung up during an after hours greeting or other business recording

0:00 / 0:00

0:00 / 0:00

0:00 / 0:00

Not handled: left message on voicemail

Caller reached voicemail and left a message

Call was answered by an agent, but the agent was not a qualified employee or the
intended party, and the caller was transferred to voicemail and left a message

Not handled: reached voicemail and did not leave message

Caller reached voicemail and did not leave a message

Caller reached an answering machine but did not leave a voicemail message
Caller reached an answering machine but the mailbox was full
Caller reached an answering machine but the recording contained no words

Not handled: live message left for return call from another employee

Caller did not connect to the intended individual or a qualified employee and
instead left a message with a live person meant to be passed on to the intended

Not handled: live conversation but no live message left

Caller did not connect to the intended individual or a qualified employee and
ended the call without leaving a live message
Caller was offered the option of leaving a message with an unqualified employee
but declined to leave a live message
Call reached the wrong employee or department, and the answering employee
advises the caller to call back in order to be connected to the appropriate person
or department.
Call connection is lost before any relevant information is shared

Unfamiliar Language

Select this option if the call is in any language that you are unfamiliar with and
unqualified to review.
This option is not intended for calls that contain no spoken words.
If you have any questions, please visit our FAQ