Ghost Procedure - ER
Sometimes a customer fails to respond, or agents only hear background noise during a call.
The procedure for these occurrences is as follows:
1) Repeat yourself a total of three times.
The verbiage you repeat will depend on when the customer went silent in the call. Here are some examples you can follow:
- During Intro [on an outbound call]: “Hello, this is ___ at Cove Home Security on a recorded line. Am I speaking with ___?”
- During Intro [on an inbound call]: “Thank you for calling Cove Home Security. My name is ___, may I have your phone number to pull up your account please?”
- During the call: “Hello Mr./Ms. Customer, are you still there?”
2) After three attempts, use the Ghost Spiel.
This is an example of one:
“Since I cannot hear any response from the other line, I will have to end this call for me to assist other customers, for any concerns, you may contact us at (855-268-3669). Thank you for calling Cove. Have a great day.”
3) Disconnect the call.
On a ghost call, giving the customer time to respond is important but so is your time. If you have repeated yourself 3 times and given the customer time to respond, disconnect the call.
Summary
Ghost calls should NOT take more than 2 minutes. If the customer has been bumped three times without giving a response, disconnect the call.
