Call types
Complaints
Captured in the caller's own words, never summarised away, and always followed up by a named person.
What Maya checks
- Apology and acknowledgement first
- Complaint logged verbatim
- Owner and SLA assigned
- Callback time the caller heard
- The rule
- Always a person follows up
- Routed to
- Complaints owner
Products that handle it
Other call types
Start with the calls you lose tonight
Most pilots start after hours with bookings, changes and emergencies, then move into office hours once the numbers are clear.