Home Service: Left a message VS promised a Follow-up call from another employee
Can somebody please clarify or elaborate the difference between the two in Home Service?
I know there is a fine line between the two and I find it hard to know the boundaries between the two.
I reviewed a call, it was a call for Glass Doctor, customer was asking for a price quote for glass replacement and answering agent said she need to have their glass specialist to call the customer to give him the price he needed.
I was penalized for tagging it as CALLER WAS PROMISED A FOLLOW_UP CALL FROM ANOTHER EMPLOYEE.
Mediators said it was a NOT CONNECTED _ LEFT A MESSAGE SCENARIO
I reviewed another call again with the same scenario, this time I tagged it NOT CONNECTED _LEFT A MESSAGE and I was penalized again, they said the answer should be CALLER WAS PROMISED A FOLLOW-UP CALL.
so... can somebody explain this for me?
Question ID: 2307493 Status:
Open Jun 12, 2017 - 02:46 PM
Category Questions > Home Service Booked