WCT Procedures
Written by Sameer shaikh
Updated at July 27th, 2024
Table of Contents
WCT Procedures
WCT Page |
Scenario |
Option to be selected |
Procedure |
Additional |
| Transfer Call/ Do Not Transfer Call | Victim agrees to speak to the law firm. | Transfer Call | ||
| Victim requests a callback at a later time from the law firm | Do Not Transfer | |||
| Victim hangs up before he is informed that we have a law firm available | Do Not Transfer | |||
| Victim agrees to speak to a the law firm but then call drops/line is disconnected | Do not select any option on wct page | Make second attempt to the victim (see second attempt procedure) | ||
|
Successful Connection/ Unsuccessful Connection |
Successful Connection | |||
| No answer at law firm/Voicemail at law firm | Unsuccessful Connection | Inform the victim that the law firm is not avble to take the call at this time but they should expect a call within 3 business days. | ||
| Law firm answers however the victim disconnects | Do not select any option on wct page | Inform the legal rep that the victim disconnected & you will try reaching out to them once again | Make second attempt to the victim (see second attempt procedure) | |
| Lawyer say Yes/No | Lawyer agrees to a transfer | Lawyer says Yes | ||
| Lawyer is unavailable or refuses to take the call | Lawyer says No | |||
| Victim disconnects/hangs up/call drops | Do not select any option on wct page | Inform the legal rep that the victim disconnected & you will try reaching out to them once again | Make second attempt to the victim (see second attempt procedure) | |
| Warm Transfer Successful/Unsuccessful | Participant has been added successfully & the legal rep introduces himself/herself. | Warm Transfer successfull | ||
| Victim disconnects/hangs up/call drops | Do not select any option on wct page | Inform the legal rep that the victim disconnected & you will try reaching out to them once again | Make second attempt to the victim (see second attempt procedure) | |
| Second attempt | ||||
| Transfer Call/ Do Not Transfer Call | Voicemail | Do Not Transfer | ||
| Victim answers | Follow WCT procedures | |||
| Successful Connection/Unsuccessful Connection | Law firm answers & the victim is still online | Successful Connection | ||
| Victim disconnects/hangs up/call drops | ||||