Handling Negative Call Transfers

Not all responses to voice broadcasts will be positive. Some responses may cause a negative effect on those receiving the calls. Companies should also shield their personnel from “negative” calls. Scenarios of prospects shouting at the personnel are common. These people ask to be removed from the call list can be abusive and discourteous.

Companies resort to a live call screening person with a short answer script and this can eradicate negative calls before they are transferred to the customer service or sales personnel. But there are other ways to filter such calls.

Some voice broadcasters use an “automatic” call screening method. This uses an “intermittent” message. The voice broadcast message gives the recipient an option to press “1” for details or more information. This press “1” then results in another message instead of a live transfer.

There will be a 30-45 seconds “intermittent” message. This second message most often contains an invitation to press “2” and request to be included in the Do Not Call (DNC) list. If the recipient does not press “2” the recorded message can continue with details or benefits of the product or service. Another press “1” invitation will then be made.

The last press “1” action may transfer the call to a customer service or sales personnel. Another option for is a transfer to a voicemail system so the prospect can leave a message.

Going through the process, it is clear that those who do not want the call will press “2” during the “intermittent” message. If there will be a transfer this would be for people who want to talk to a live person or leave a message.

Using the method described above will reduce “negative” calls and spare the customer service or sales person from unnecessary efforts.