AR Don’t want to provide Information (Name, Job title)

- I totally understand but, this is only for my boss would know that I
spoke to someone from the company and were not falsifying
information. So just your first name and Job title. And your last name or
initial will do.

-No need for you to worry, since your name will not be affiliated with
this one, this is purely for documentary purposes only. So just your first
name and Job title.

IM NOT INTERESTED!

For Renewal:
-i understand but, we’ve been sending this to (DS NAME) and this is for
the renewal for this year of his/her copy. Just 60 sec. only I just need to
verify some information and I’ll be out.

For New Names:

-I understand but this is an informative journal that is intended to (DS
NAME) and he /she is pre-qualified to receive the copy for this year. ,
just give 60 sec, just need to verify some information to start sending
out his/her copy for this year, this is totally for free.

If still not interested:

Don’t worry this is absolutely for free and you can use this as your
future reference. Absolutely no obligation for this.
I CANT PROVIDE INFORMATION

-Actually ma'am you don’t need to provide answer, I already have the
information here, i just need to verify the basic information we have, so
we can continue send out this copy for this year to DS. (go back to the
point interruption)
-ask another person who can help

What’s your call back number?

-Actually mam/sir we don’t have a call back number since were using a
VOIP (Voice over Internet Protocol) dialer. Let me just run through with
this call for real quick, so we don’t have to call back, so going back.

IF CUSTOMER MENTIONED THAT DS is not available

- No problem mam/sir perhaps you can assist/help me, i just need to

verify basic information which we already have, so we can send out this
copy for this year, just 60 sec and I’ll be out..(Go back to the point of
interruption)

If customer say nothing has been changed as last year

-I understand mam, however, this is just an update. We just need to

verify all information we have on file so that we don't have to callback
next time.

Can you send an email/mail for the update?

- I understand, but our protocol is the verification should be done true

phone call, but no worries just give me 60 sec and I’ll make it quick as
much as possible so we don’t need to call you back again.
Disposition Scenarios

No Answer

= Just 3 rings when no one is going to answer dispose the call.

=if silent, after 15 seconds dispose the call.

Answering Machine

=Press 0 or 1 to be connected to a live person, if still connected to AVR

dispose to answering machine.

Not Available (located only on intro page)

=If AR answers the call and they transferred you to the VM.

=If AR answers and hung ups within the call.

Replacement (Replace Indicator) only use when DS changes

=Who is the current (Job title) right now? Complete first name and last
name

=So, who is the new (job title) right now? Complete first name and last
name

Use Spelling on status indicator

= job title changes of the ds, last name of ds
=use spelling when company changes their company name
=use spelling when they change location or move location

Im calling to renew the publication of…