| WCT Page |
First Attempt Scenario |
Option to be selected |
Procedure |
Additional |
Transfer Call/ Do Not Transfer Call |
Lead agrees to speak to the law firm. |
Transfer Call |
|
|
| Lead requests a callback at a later time from the law firm |
Do Not Transfer |
|
|
| Lead hangs up before he is informed that we have a law firm available |
Do Not Transfer |
|
|
| Lead agrees to speak to a the law firm but then call drops/line is disconnected before the lawfirm answers. |
Do not select any option on wct page |
Dispose the call as User Hang Up. Make second attempt to the Lead (see second attempt procedure) |
|
| |
|
|
|
|
Successfull Connection/Unsuccessful Connection |
Law firm answers |
Successful Connection |
|
|
| No answer at law firm/Voicemail at law firm |
Unsuccessful Connection |
Inform the Lead 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 Lead disconnects |
Do not select any option on wct page |
Inform the legal rep that the Lead disconnected & you will try reaching out to them once again.Dispose the call as User Hang Up. |
Make second attempt to the Lead (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 |
|
|
| Lead disconnects/hangs up/call drops |
Do not select any option on wct page |
Inform the legal rep that the lead disconnected & you will try reaching out to them once again.Dispose the call as User Hang Up. Follow second attempt procedure. |
Make second attempt to the Lead (see second attempt procedure) |
| |
|
|
|
|
Warm Transfer Successful/Unsuccessful |
Lead has been added successfully & the legal rep introduces himself/herself. |
Warm Transfer successfull |
|
|
| Lead disconnects/hangs up/call drops |
Do not select any option on wct page |
Inform the legal rep that the Lead disconnected & you will try reaching out to them once again.Dispose the call as User Hang Up. Follow second attempt procedure. |
Make second attempt to the Lead (see second attempt procedure) |
| |
|
|
|
|
| |
|
|
|
|
| WCT Page |
Second attempt Scenario |
Option to be selected |
Procedure |
|
Transfer Call/ Do Not Transfer Call |
Voicemail |
Do Not Transfer |
Dispose the call as Completed form |
|
| Lead answers |
Follow WCT procedures |
|
|
Successfull Connection/Unsuccessful Connection |
Law firm answers & the Lead is still online |
Successful Connection |
|
|
| Law firm answers but the lead disconnects/hangs up/call drops |
(Go back to the Transfer Call / Do not Transfer Call page.) Select 'Do Not Transfer'. |
Inform the legal rep that the lead disconnected. Dispose the call as Completed Form. |
|
Lawyer say Yes/No
|
Law firm agrees to transfer & the lead is still online |
Lawyer says Yes |
Introduce the lead to the legal rep. |
|
| Law firm agrees to the transfer but the lead disconnects/hangs up/call drops |
(Go back to the Transfer Call / Do not Transfer Call page.) Select 'Do Not Transfer'. |
Inform the legal rep that the lead disconnected. Dispose the call as Completed Form. |
|
Warm Transfer Successful/Unsuccessful |
Lead has been added successfully & the legal rep introduces himself/herself. |
Warm Transfer Successfull |
Dispose Call as 'Completed Form' |
|
| Lead disconnects/hangs up/call drops |
Warm Transfer Unsuccessfull |
Inform the legal rep that the lead disconnected. Dispose the call as Completed Form. |
|
