Call Handling via SingleComm

Procedure:

Greeting and Audio Check

1. After the beep, immediately deliver your standard greeting.

• Example: “Hi, this is [Name] from [Brand]. How are you today?”

2. Confirm that there is no delay in the audio between you and the customer.

3. If the customer does not hear your greeting or if you notice any audio delay, do the following:

• Stop the call politely.

• Report the issue immediately to your Team Lead with the following details:

  • • • Time of call

      • Customer name (if applicable)

      • Description of the issue

4. Ensure your device is connected via Ethernet for optimal audio quality and to avoid connection delays.

Manual Dialing

1. You now have access to manual dialing in SingleComm.

2. Use manual dialing to:

• Make outbound calls when needed.

• Follow up on missed or pending calls.

Missed Calls

1. Missed calls will automatically be moved to the outbound call list.

2. Review the outbound call list regularly to ensure all missed calls are returned in a timely manner.

3. Document call attempts in the CRM or designated tracking tool.

Call Transfers

1. You do not have your own number when calling customers.

2. You can transfer a call to another agent while you are on the line.

3. Transfers are silent, meaning:

• Place the customer on hold.

• Speak with the receiving agent first to provide context.

• Once ready, complete the transfer to the receiving agent.

4. Confirm that the transfer was successful before ending your part of the call.

Troubleshooting

• If you experience audio issues, disconnections, or transfer errors:

  • • Check your Ethernet connection.

    • Restart SingleComm if needed.

    • Notify your Team Lead immediately.

Reminders

• Always use a wired (Ethernet) connection to minimize audio delays.

• Maintain a professional tone during all calls.

• Follow escalation protocols for unresolved technical issues.