- Callers decide in ten seconds.
- Silence after the caller speaks reads as a dead line.
- If the agent does not stop when interrupted, or replies during a natural pause, callers give up.
- A caller answered in English who wanted Telugu, or the reverse, hangs up.
- Asking for something the caller already said is the fastest way to lose them.
- Every extra question costs callers.
- If the caller cannot reach a person, they leave angry.
1. A long or vague opening
Callers decide in ten seconds. Say who is calling, why, and ask permission. Cut the rest.
2. Too slow a reply
Silence after the caller speaks reads as a dead line. Check the delay on real calls and look at the slowest, not the average.
3. Talking over the caller
If the agent does not stop when interrupted, or replies during a natural pause, callers give up. Tune turn-taking and test interruptions.
4. The wrong language
A caller answered in English who wanted Telugu, or the reverse, hangs up. Follow the caller's choice, and do not ask them to pick.
5. Questions that repeat
Asking for something the caller already said is the fastest way to lose them. Check that details are remembered inside the call.
6. Calls that run too long
Every extra question costs callers. Cut the script to what the decision needs and save the rest for a person.
7. No way out
If the caller cannot reach a person, they leave angry. Offer a handover early and keep the promise of a callback.
