Inbound and Outbound Call Handling Procedures
Domain 4 tests standard call flows, verification, dialer types and dispositions that keep inbound and outbound work compliant.
Inbound flow
Answer promptly, greet with company and name, offer help, verify identity using approved questions, probe, place on hold only with permission, resolve, recap, ask if anything else is needed, close politely and set the correct disposition. Transfer only after announcing and briefing; a warm transfer introduces the customer.
Outbound flow
Prepare the purpose and data, dial, greet, ask permission, state the purpose, verify, present, handle objections, close and dispose. Preview dialing shows the record before the call; progressive dials automatically after agent readiness; predictive dials use algorithms and can cause abandoned calls. Follow TRAI do-not-call rules and do not pitch sales to a number on the DNC list.
Worked example
A customer says, 'Call me after 6 pm; I am driving.' The agent should not keep pitching. Set a callback, record the preferred time, and choose disposition 'callback scheduled', not 'resolved' or 'sale'. Reasoning: the issue is pending, the customer requested a specific time, and misclassification distorts queue and compliance reports.
Traps
Skipping verification to save time; transferring without customer consent; using 'resolved' when a callback is pending; calling a DNC number because the lead list is old; failing to log the disposition and notes.