But of backstory about my call opening. I NEED to collect name, callback number and email (they can skip that if they push). Without name and callback number I cannot create an interaction, and without an interaction I can’t do anything. NOTHING.
ME: Thank you for calling [work] my name is JFizDaWiz may I have your first and last name please?
C: I was just speaking with a supervisor can you transfer me to a supervisor?
M: absolutely, if you need a supervisor I can do that but first I need to gather some basic information. May I have first/last name?
C: I just told you I need to speak with a supervisor! Get me a supervisor!
Me: I completely understand and I WILL get you a supervisor once I can get some some basic information first.
C: I’m losing my patience. You have 1 minute to get me to a supervisor.
Me: and I will be able to do that for you, may I have your name please?
C: TRANSFER. ME. TO. A. SUPERVISOR!
Me: ma’am I cannot initiate a transfer with a call record and I can’t create a call record without your information.
C: What is your name?
C: I’m hanging up, calling your boss and you WILL be fired!
2 Days Later this call was randomly selected by our internal quality team. I met/exceeded expectations on all aspects of the call. Thanks C!