New business opportunity: Home service, Not connected call
I have a problem with a particular call, the customer is calling because her renewal of the service plan went up and wants to know why, at first it would seem that this is a general information call, but then the agent states that she doesn't know why and informs the caller that the person she needs to talk to in regards of that it's out for lunch at the moment, the caller then states that she will call back. I think it's a not connected call because the agent wasn't qualified to handle the caller's inquiry, I selected: Correction, this call never connected, but the mediator didn't lift my penalty because he states that for the inbound category it's a not connected call, but for new business it's a general information call, I thought that if in the inbound category it's a not connected call it would go to reason not connected category, It shouldn't have never reached new business category if it's a not connected call, that's the basis of my review and my dispute.
Can some seniors or fellow reviewers please give me your point of view?
Question ID: 2288208Status: OpenMay 02, 2017 - 07:39 AM