Scope: Inbound Call

Every agent who is available in the dispatch queue has to answer the call using the following script and protocol. Every call should be answered within 10 seconds and non-compliance to the script and protocol might lead to disciplinary action.


  1. Call opening - 


Thank you for calling Rally OurBus, this is <Agent Name>, how may I direct your call?

Response from the operators/driver/dispatch - <Write down keywords if you are not able to understand and pick from the following topic>

Drivers FAQs

  1. I am not able to log in, can you send me the passenger manifest?

  2. I cannot find this passenger on my list?

  3. To inform an emergency situation

  4. To make sure to depart from a stop early if he gets all the passengers (Intermediate stop) 


Operators FAQs

  1. To share the driver information

  2. To inform an emergency 

  3. To confirm the stop locations or trip schedules

  4. To share the driver information.


Procurement FAQs

  1. To share the availability of the buses or to share quotes.

  2. To share the driver details

  3. To confirm the trip manifest (stop locations or schedules)

  4. To inform any issues they are facing with Apollo

  5. To talk to a procurement agent <Transfer the call to the appropriate agent if available> Or offer a call back in the next 10 to 15 minutes.




  1. Probing/Questioning & Paraphrasing


  1. May I know whom am I speaking with? 

    1. Response Received -Name


Paraphrasing: Hey <Name of the caller>

If I understood you correctly, you want me to 

  1. Update/Change the driver

  2. Assign the driver

  3. Send the manifest to the same number or do you have any different number

  4. Incase of any other situation explained write down those in your notes


Please start writing notes while paraphrasing the call and make sure you cover the reason for the call and the solution that you propose in the call notes window and submit the notes within 10-20 seconds as the call end and make yourself available right away


  1. Hold Procedure If required:

While I am doing (Name of the activity) can I put your call on hold?

 for a few seconds? If yes, put the call on hold only for 30 seconds else keep on updating on the call itself what you're doing


  1. Please inform them for how long you’re putting them on hold for eg 30 seconds

  2. If it crosses 30 seconds please refresh the hold, and update the operator/driver that you need another second or a minute to confirm?


4. Call closing:


    Update the caller once the task is completed and offer the following:


“Is there anything else that I can help you with?” If the answer is yes, follow the same protocol from point 1 else “It was a pleasure talking to you, have a great day ahead. You might receive a survey after this call, your response will be appreciated”


  1. Scope: Outbound Call For Procurement Team

    1. Every agent who is available in the procurement has to make the call using the following script and protocol. Non-compliance to the script and protocol might lead to disciplinary action.


  1. Call opening - 


Hi,


This is <Agent Name> , may I know whom I am talking with?

I am looking for a bus from Location A to Location B for <Travel Date>, do you have the availability?


If the answer is <No>:

Thank you for checking. Have a good day!


If the answer is <Yes>: 

We want to travel from Location A to Location B (mentioning all the intermediate stops if any). The driver has to wait after dropping off the riders for <duration> hours and the return departure will be at <Time>. So in all it’s <duration> trip. Can you help me with the quote?


Thank you for the quote! Please allow me some time & I will get back to you.


Have a good day!

  1. Procurement FAQs

    1. To share the availability of the buses or to share quotes.

    2. To share the driver details

    3. To confirm the trip manifest (stop locations or schedules)

    4. To inform any issues they are facing with Apollo

    5. To talk to a procurement agent <Transfer the call to the appropriate agent if available> Or offer a call back in the next 10 to 15 minutes.


  1. Probing/Questioning & Paraphrasing

    1. May I know whom am I speaking with? 

      1. Response Received -Name

      2. Paraphrasing: Hey <Name of the caller>

        1. If I understood you correctly, you want me to 

        2. Send you an email mentioning trip details

        3. <Name> is the driver for <Location> on <Travel Date> & the number is <>.

        4. You are unable to log in to Apollo? Or You are unable to assign the driver details/Bus No etc on Apollo Or You see more riders booked than the seating capacity of your bus?

        5. In case of any other situation explained write down those in your notes

  2. Please start writing notes while paraphrasing the call and make sure you cover the reason for the call and the solution that you propose in the call notes window and submit the notes within 10-20 seconds as the call ends.


  1. Hold Procedure If required:

    1. While I am doing (Name of the activity) can I put your call on hold?

    2.  for a few seconds? If yes, put the call on hold only for 30 seconds else keep on updating on the call itself what you're doing


Please inform them for how long you’re putting them on hold for eg 30 seconds

If it crosses 30 seconds please refresh the hold, and update the operator/driver that you need another second or a minute to confirm?


  1. Call Closing

    1. Update the caller once the task is completed and offer the following:


“It was a pleasure talking to you, have a great day ahead.”