PERWIRA Outbound Call Scenarios & Mitigations
Version: 1.0
Last updated: 7 May 2026
Quick answer
- Match the user’s situation to the closest scenario.
- Use the recommended response and log the correct tag.
- Never ask for OTP or password.
- After 3 failed attempts, send email guide if email is available and mark unreachable for the pilot window.
Attempt cadence
- Attempt 1: Initial call.
- Attempt 2: Same day, different time window.
- Attempt 3: Next day, different time window.
- After 3 attempts: send email guide if available and mark unreachable.
Scenario library
| Scenario | Recommended response / next action | Tag |
|---|---|---|
| No Answer / Voicemail | If the call rings without pickup, tag NO_ANSWER and retry using the defined cadence. If voicemail is reached, do not leave a voicemail and end the call. | NO_ANSWER / VOICEMAIL |
| Wrong Person / Name Mismatch | Apologize and end the call politely. Do not disclose program details. Suppress future calls if the number is confirmed wrong. | WRONG_NUMBER |
| User Busy / Cannot Talk | Acknowledge and offer a short callback slot. Keep it respectful and mention the walkthrough only needs around 5–8 minutes. | CALLBACK_REQUESTED |
| Suspicious / Thinks It Is a Scam | Reassure the user that you are from PERWIRA Support, the call may be recorded, and you will not ask for OTP. Offer official email walkthrough and allow them to verify first. | TRUST_CONCERN |
| Refuses Call Recording | Explain that recording is for QA. If they are uncomfortable, do not continue the walkthrough and send the step-by-step email guide instead. | RECORDING_REFUSED |
| Same Phone / Device Constraint | Ask user to turn on speaker mode. If still difficult, send email guide and schedule callback. | DEVICE_CONSTRAINT |
| Cannot Find App / Download Fails | Confirm spelling, ask user to use PERWIRA website download page, try relevant app store, check internet/storage, and send direct links by email. | APP_NOT_FOUND / DOWNLOAD_FAIL |
| Missing Military ID | Do not collect or guess. Ask them to retrieve their Military ID and offer callback. | MISSING_USERNAME |
| MyKad Temporary Password Concern DeCart / pre-registered users only | Reassure user that MyKad is used only as the temporary password for existing DeCart/pre-registered activation. They key it in themselves and the agent will not ask them to read it aloud. They will update password immediately after first login. For new / non-DeCart users, guide registration and password creation instead. | PASSWORD_CONCERN |
| Login Error / Invalid Credentials | Confirm user path first: existing DeCart/pre-registered users use Military ID + temporary MyKad password; new/non-DeCart users should register and create their own password. Then check spacing, leading zeros and correct fields. If still failing, raise ticket and offer callback after fix. | LOGIN_FAILED |
| OTP / Verification Request | Never ask for OTP. Tell the user to enter the OTP themselves and escalate if they remain blocked. | OTP_FLOW |
| Not Interested | Keep it non-sales. Offer to send a guide so they can activate later. Do not pressure. | NOT_INTERESTED |
| Wants Everything by Email | Confirm email and send the activation guide. Offer callback after they try it. | EMAIL_REQUEST |
| Already Downloaded / Activated | Verify they can log in successfully. If yes, thank them and close the call. | ALREADY_ACTIVE |
| Complaint / Angry Tone | Apologize, explain non-sales purpose, offer to stop calling and suppress future calls if requested. | COMPLAINT |
| PDPA / Data Use Question | Explain data is used for support/onboarding, call recording is for QA, and send official privacy notice. | PDPA_QUERY |
Supervisor notes
- Monitor repeated TRUST_CONCERN, PDPA_QUERY and COMPLAINT tags closely.
- Use EMAIL_REQUEST and EMAIL_WALKTHROUGH to reduce friction for users who are busy or uncomfortable on calls.
- Suppress future calls if user clearly requests no further call.