• Any manual calls made by an agent need prior approval from the Team Leader (TL).
• TLs should check the call log for the number and will approve if the total dial attempts (System + Agent) are less than three.
• Once a manual call is made, there should be a minimum gap of three hours before dialing the same number again, provided there are available dial attempts for the day.
• If speaking to a customer and the call disconnects, tag it as "User Requested CallBack" and make only one additional attempt. If the customer does not answer, we will call back the next day.
• This process applies to all agents starting from their first day of call-taking. 
• Non-compliance with the above will be considered a deviation from the expected process.