What is the difference between "Other" and "Undecided" in Why Not Booked: Home Service. For Undecided, the overview says, neither the caller nor agent should promise follow up. In most of the calls, the customers say they will call back. For these type of calls, I am selecting "Other". But I am penalized. This is confusing. Kindly clarify.
Question ID: 2228006Status: OpenJan 13, 2017 - 05:36 AM
Other and Undecided are accepted bcause there is another overview that contradict. It says " undecied/follow up- select this option if either the agent or caller promised a follow up call before booking the appointment". Its a gray area because its not the fault of the reviewers if there are 2 different overviews.
Thanks Davao. But due to this contradiction, the calls are getting penalized and time is getting consumed disputing the calls. It would be helpful if both "Other" and "Undecided" are clubbed into one. There are few calls that I have disputed which are pending to be restored and penalties removed.