Why these guidelines exist
Every call we make reflects on our client's brand and on the customer's trust. These guidelines apply to every executive and supervisor, and form part of the written code of conduct they are bound by.
Before the call
Call only numbers and records supplied by the client for the agreed purpose.
Use only the script and process the client has approved.
Check the permitted calling window and the do-not-call and DND status where the law or the client requires it.
During the call
Identify yourself, DEMGEM and the client you are calling for, and state the purpose of the call.
Speak politely and calmly, in the customer's language where possible, at all times.
Be accurate. Never mislead, exaggerate, or give an impression of authority, such as that of a court, police or government, that you do not have.
Never threaten, shout, abuse, shame or pressure anyone, and never discuss a customer's matter with a third party.
Do not give legal, tax or financial advice.
If the person says it is a wrong number, record it and end the call. If they ask not to be called again, record the request and pass it on the same day.
Payments and money
Executives never accept cash or ask for money to be sent to a personal account or personal UPI ID.
Where a payment is discussed, only the payment channels designated by the client may be shared.
Sensitive situations
If a customer is distressed, ill, bereaved or says they are being harassed, remain courteous, do not press, and escalate to a supervisor.
Calls with minors, or where the person is not the intended customer, are ended politely without disclosing details.
After the call
Record the outcome accurately and promptly in the tracker. Never invent, alter or delete call outcomes.
Report any complaint, abuse, threat or data concern to a supervisor immediately.
Supervision and consequences
Supervisors review calls and trackers regularly. Breach of these guidelines can lead to retraining, removal from the project or termination, and, where the law is broken, reporting to the authorities.
Complaints
If you have a concern about a call made by our team, write to hello@demgem.com with the date, time and number you were called from. We will look into it promptly.