Abusive Language - Ghost Calls Script

Abusive Language

There may be times when agents have to deal with irated customers who use abusive language. When this happens, agents have to try to ease the customer in order to continue with the call. If the customer keeps using abusive language, agents will have to try once again to ease the customer and let them know that if they keep using that language, they will have to disconnect the call. In fact, if the customer keeps using the same language, the agent will have to disconnect the call.

Ghost Calls

These are calls with no audio, which means that the caller cannot be heard. In these situations, agents must provide the opening three times in a row, and if nobody answers, they will state that due to audio issues, the call will be disconnected:

• We do apologize, but there seems to be audio issues and I cannot hear you properly. If you wish, you can call us back to 1-800-723-3546 (1-800-Safelink) once again for further assistance. Thank you for calling Safelink Wireless. Have a nice day.

Sudden silence on the line – Not disconnected

If agents hear silence from the customer’s end in the middle of a call, they should not release the call without verifying 3 times that the customer is no longer on the line. Agents will verify this information twice and release the call on the third warning providing the Safelink phone number before proceeding with the disconnection:

• Sir./Ma´am, unfortunately I’m not able to hear you, are you still there?. Sir./Ma’am, I’m still not able to hear you, I will have to release the call if I don’t get a reply. Sir./Ma’am, unfortunately it seems to be that there are issues with the line, I will release the call now as I’m not able to hear you; if you can hear me and you still need assistance, please call us back to 1-800-723-3546 (1-800-Safelink). Thanks for calling Safelink Wireless, have a nice day, bye.

Call not properly disconnected after the closing

If the call ended, the closing script was done but the customer did not hung up properly, agents should: indicate the caller that, apparently, the call was not disconnected in the correct manner; that it will be released. Provide the 1-800-Safelink (723-3546) or 1-800-378-1684 if the customer was referred to Tech Support before the end of the call and finally disconnect the call.

• Sr./Ma’am, apparently the call was not disconnected properly, you can release the call now.

• If the customer answers, please proceed to close the call one more time by offering additional help before releasing the call to make sure that there is nothing else that the customer needs from us.

• If the customer does NOT answer, close the call and provide the number to reach us or Tech Support.

• I’m going to release the call now, if you have further doubts, please call us back at 1-800-723-3546 (1-800-Safelink.)