Dispositions Appropriately

1. Ensure dispositions are marked correctly. 

This is extremely important, as it is a major factor in how long the season will last. 

Agent are expected to have their disposition sheet accessible at all times. 

2. Always offer rebuttals and callbacks when necessary. 

Agents must rebut all refusals and provide a callback option before marking any call as a refusal. 

3. Alert team leaders when necessary. 

When you do use the refusal or add to the do-not-call list, agents must obtain permission from their team leaders. 

4. Report any suicidal threats immediately.

 Additionally, if an agent speaks with a respondent who is considering self-harm or harm to others, we will advise them to call 988 and report the call to their team leader.