Off-Topic Calls Get a Helpful Answer and a Warm Send-Off
Calls that are not misfuel or water-in-oil related — breakdowns, tyre enquiries, wrong numbers — are routed to the Redirect handler. A professional response and the right referral. No abrupt endings.
No Call Ends Without a Helpful Response
Not every call to EEK is a misfuel or water-in-oil situation. People call about general breakdowns, tyre blowouts, overheating, and sometimes simply because they dialled the wrong number. Before the Redirect handler, these calls either consumed an agent who had to improvise a response, or ended with an unhelpful "we only handle misfuels."
The Redirect handler is a dedicated agent persona for exactly these calls. It acknowledges what the caller needs, explains EEK's specialisation clearly, suggests who the caller should contact instead (AA Roadside for general breakdowns, tyre services for tyre issues), and ends the call warmly. Professional, useful, and genuinely helpful — even when EEK cannot help directly.
For the Caller
A caller who dialled EEK by mistake is not left feeling dismissed. They get a real response with a useful referral and a friendly close. That interaction shapes how they think about EEK — and whether they pass the number on if they ever do have a misfuel situation. Small moments of genuine helpfulness are not lost.
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