What is a Fatal Call?

A Call where an executive breaks the quality parameters as per the decision of the clients of a particular company can be termed as a fatal call. '0' marks are given by the quality analyst for this type of call.

If an executive have done everything clearly on the call as per the condition of the customer on the call but forget to maintain his fatal error which he must not do on call, then he is urgently called by his QA and they will let you hear the call and ask from you only that what was your mistake. Then after listening the call you come to know about the mistakes you have done on the call.

A fatal call can bring in to you in CAP as we have mentioned in our previous post about it. Suppose you got marks between 90% to 100% if you are a good caller, and by mistakenly if you had made a fatal on the call and if called is monitored by the quality analyst if it is your bad luck, then that call will be marked as the subject. You will get 0 for that call, and it will directly affect your average of the marks. If you were performing well on calls and getting average of around 90 to 95 per cent, then one fatal call can bring you below 80 per cent by which you can come into the Corrective Action Plan.

So try to avoid fatal on the calls and go with the parameters prescribed or as set by the quality.
Thank you.