Tech & Ops Learning Center

Represent Cricket Debt as the best-in-service provider of credit counseling in the industry. Understand what we do and why we do it, and deliver timely, accurate, and professional service, with a smile, to every client, at each and every contact.

Call Drops During Counseling

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Dropped Call 

No calls in Queue

  • Go unavailable and call the client back.
  • If the client is reached, finish the counseling and issue the certificate.
  • If the call back goes to voicemail, leave a general message advising the client to call us back.
  • Note the account stating you had tried calling back.

 

Calls in Queue

  • Leave a brief note in the client account about being disconnected (i.e., Call dropped).

 

Certificate Issuance

  • If all of the counseling requirements have been completed (EOUST requirements met) before the call is dropped, issue the certificate and note the account. 
  • If a call is dropped before meeting EOUST requirements, the counseling is not complete and no certificate should be issued. The next counselor is required to start back at the beginning of the counseling.  Again, include a brief note in the account.  

 

There is no need to post anything in Slack if the “add note” tool is utilized.

Quick Links
Bria Queues


6500 – Attorney
6501 – CD Telephone
6502 – CD Counseling
6503 – CD Customer Service
6504 – CD Spanish
6505 – SSF Customer Service
6506 – SSF Spanish
6507 – SSF Attorney
6508 – CD Disclosures
6509 – CD Spanish Disclosures
6510 – CD On Demand Recorded Counseling
6511 – SSF On Demand Recorded Counseling
6512 – SSF Disclosures
6513 – SSF Spanish Disclosures
6526 – OD Follow Up
6600 – Parking Lot

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