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Agent Training Guide: User to Rep Flow

This guide outlines the step-by-step process of how calls are initiated, transferred, and managed, along with important guidelines to ensure consistent and effective customer interaction.

A call is triggered to the user upon receiving their consent. The user may hear a prompt to press a key to connect once they answer the call.


The call is transferred to the representative once the user is on the line. The representative may hear a prompt with the user's name and caller ID.

 

Transfer Settings

  1. A call will first be initiated to the user.
  2. Upon answering, the user will hear a whisper* (if applicable): “Hello, this is [CompanyName]. Please press any key to connect with the team.”
  3. The user must press any key on their keypad.
  4. Once the user presses a key, Meera will dial** the representative's company number.
  5. If there is no whisper, Meera will directly dial the representative's company number, skipping steps 3 and 4
  6. After the whisper is completed on the representative's side, Meera will connect the call between the customer and the representative

 

User Whisper: This whisper helps identify a live person on the line and filters out answering machines and voicemails. There is an option to disable this whisper.

Caller ID: The representative can see either the user’s phone number or the Meera number, depending on the campaign settings. This helps locate the user in the database.

Rep Whisper: This whisper, which includes the user’s name, helps the representative quickly find the user in the database and have their file ready. There is an option to disable this whisper.

Avatar Name: This is the name of the virtual agent used to introduce the brand to the user via Meera messaging. For example, “Hi John, this is Mia from C Institute….” In this case, “Mia” is the avatar name.

 

Rules/ Guidelines

  • The representative's opening should reflect that it is an outbound call, not an inbound one. For example, they should say: “Hi [FirstName] (if you didn't catch the name, ask them to spell it out), thank you for taking the time to chat today. I look forward to helping you with [program/offer name]. Before we begin, could you please spell your full name to ensure I have it correct?” Then continue with the outbound script.
  • Please avoid treating the call as if it were inbound. For instance, do not say: “Hi [FirstName], thank you for calling [CompanyName]. This is XYZ; how can I assist you today?”
  • The representatives should also be familiar with the campaign's Avatar Name​*, as users will have had previous interactions with the avatar and may ask for them during the call.

If you have any additional questions please send us a quick email to help@meera.ai. We're happy to help!