The conversation in a call center is precisely the service provided of a contact center. Depending on the nature of the call or service, these conversations can vary greatly in terms of content and approach. Hereunder are samples of typical conversations for conversations for an inbound, outbound, and directory assistance service. Inbound Call
Agent: Thank Thank you for calling calling ABC ABC Company. Company. y name is Ashley. Ashley. Ho! may " help help you today# Customer: " am calling because " received a !rong bill. " $ust paid my phone bill t!o days ago and my payment is not reflected in the bill. Agent: %orry for the inconvenience inconvenience madam. ay " have have your Account Account &umber, &umber, please, Customer: '()**(+') Agent: -or verification verification purposes purposes mam, Can " get get your name and birth birth date# Customer: aegan %impson, uly /(, 012) and the account is under my name. Agent: Thank Thank you for that information mam. 3er our system4s system4s data, you did pay your bill last last Aug. Aug. 0/ !hich !as !as t!o days ago in one of our affiliated payment centers and you currently have * balance. Ho!ever, the bill that you received !as generated a !eek before you made the payment that4s !hy your latest payment had not been reflected. 5ou 5ou can simply disregard the amount indicated in the bill and continue en$oying our services. Customer: Thank you. Agent: Delays in the bill is is usually caused by delays delays in our courier services. -or a more up dated bill bill of your account, you can visit our !ebsite and log in to your account. This bill is more updated. Customer: 6k " !ill. Agent: 7ill there be anything else else that you need madam# madam# Customer: &o thanks Agent: Thank Thank you for calling. calling. 7e are glad glad to assist you. Customer: 6k bye. Outbound Call
Agent: 8Hello9 8Hello9 y name is ictoria ictoria 7ashington 7ashington and "4m "4m calling for ;" ;" products "nternational. "nternational. ay " please talk to ichelle ichelle %ha!# Customer: This is ichelle speaking. Agent: 6h hi mam9 Ho! !ould !ould you like me to address you# s. %ha! %ha! or by your first first name# Customer: Call me itch. Agent: 6< adam itch. The The reason !hy "4m "4m calling is to introduce to the ne! a book of Clarence Clarence uel to his last t!o books, The ?nlightenment= and 8The "gnorance=. "t !ill be the third in the series of his collection. Clarence
Directory Assistance
Customer: Hello operator may " kno! the number of r. ohn ohnson of Bellford %treet# Agent: 6k sir, !ould you mind holding for a fe! seconds !hile " research the information you4ve re>uested. Customer: 6< Agent: Thank you for holding sir. The number for r. ohn ohnson of Bellford %t. is 2')(+'+') Customer: Thanks.. @et me !rite it do!n can you say that again. Agent: 2, ', ), (, +, ', , +, ', ) Customer: Thanks a lot. Agent: is there anything else " can help you !ith. Customer: &o. That4s it. Thanks again. Agent: 5ou4re most !elcome sir. 7e4re glad to be off help. Have a nice day. CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - CREDIT CARD CSTOMER CARE
%ituation: A customer is calling in to report a stolen card. Customers 3rofile: ale, (*(' years old, nervous. ;oal: -reee the %tolen Card Account &umber, apologie and give assurance. Agent: Thank you for calling Bank of 7ealth. y name is %ydney. Ho! can " assist you today# Customer: " !ant to report a stolen card. " got drunk, and had lost my !allet last night. Agent: 6h, "m so sorry to hear about that, dont !orry, !ere gonna make sure that !e freee your account, so no one can use your Credit Card, ok# Customer: Thanks, " hope no one have tried using it. Agent: Dont !orry, !e are gonna be alerted right a!ay by our %ystem, if there are any invalid pin attempts on your card. -or security purposes, let me $ust verify your account first, ok# Customer: %ure, go ahead. 7hat do you !anna ask# Agent: " need to verify your -irst and @ast &ame# Customer: y name is 3ark ae%ang, but, you can call me 3%59 Agent: Thanks, 3%59 7ait, "s it $ust a coincidence that your name is $ust like the one !ho created the !orld famous, 6ppa ;angnam %tyle9# Customer: "m sorry, that !asnt me. But, since that song became very popular, my friends are no! calling me 3%5. Agent: 5ou got me there9 7ell, "m sorry, $ust had to ask that, since, " really love dancing !hile "m playing it every morning9 But, going back on your card, let me also ask you for your others aiden &ame# Customer: Thats alright, %ydney9 "t is 7an. Agent: Ho! about the last four numbers of your %ocial %ecurity &umber# Customer: "t is EEEE. Agent: @ast, but not the least, may " please verify your complete Billing Address# Customer: " live in +2)1, Fodeo Drive, Beverly Hills, CA, 1*/0*. Agent: Thank you so much for all of the information. "m no! processing the re>uest to freee your account. 3lease, grab a pen and paper. Thank you9 Customer: " have it, go ahead9 Agent: As of %eptember /+, /*0( at '3 3acific Time, your Credit Card Account is no! froen. 5oull get your Card Feplacement !ithin the neGt (' Business Days, -ree of Charge. 5our Confirmation &umber is 221*1%3&C Customer: " got it, thanks a bunch, %ydney9 5oure such a big help9 Agent: 5oure very much !elcome9 "s there anything else that " could help you !ith# Customer: " guess, that !ould be all for today. Thanks again9 Bye9 Agent: 5oure !elcome9 And, again, my name is %ydney9 Thank you for calling Bank of 7ealth9 ;ood bye9
CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - RETENTION ! SER"ICE CANCELLATION
%ituation: A customer is calling about her "nternet %ervice. The Customer is very upset because, Technical %upport cant replace her modem. Her D%@ odemFouter is already out of !arranty. And, claims he cant afford modem and hell $ust change to a different "nternet %ervice 3rovider. Customers 3rofile: -emale, Age is 2' years old, and very irate. ;oal: 3acify the irate caller, and save the customer from cancelling her "nternet %ervice. Agent: Thank you for choosing, Focket %peed "nternet. y name is TA5@6F. Ho! can " make you a ery %atisfied Customer today#9 Customer: " !as speaking a !hile ago !ith erry, and he says that my modem is malfunctioning. Infortunately, "m a retired teacher, and " cant really afford paying for a ne! modem. %o, " !ould rather $ust cancel my "nternet %ervice, and try my luck !ith a different "nternet %ervice 3rovider9 Agent: 6h, "m so sorry to hear about that am. Dont !orry, "m here to help you out. @et me see !hat " could do for you, lets start first by verifying your account number, is that 6< !ith you#9 Customer: " already gave my number to the previous agent, but, here it is again, for the nth time. +*11'EEEE, my name is Deborah Bro!n. Agent: Thank you s. Bro!n, so, that is +*11'EEEE, is that correct# Customer: 5es. And, if you !ill ask, thats also my call back number. Agent: ay " please verify the last four number of your %ocial %ecurity &umber# Customer: "t is EEEE. Agent: ;ot it, thanks9 " believe that youve been !ith Focket %peed "nternet for >uite a !hile no!. And, honestly, !e dont really !anna lose customers $ust because of a bad modem. Heres ho! " can help you... Customer: 5ou see, "f you check your records, "ve been actually calling you almost every other day for the past fe! !eeks. 5ou guys, $ust !asted my time, and " cant believe that "m still !ith you folks9 Agent: Deborah, " understand your situation, and " !ould feel the same !ay if "m in your situation. %o, please, calm do!n, and stop yelling at me. @et me tell you !hat " could do for you, 6<# ust give me a minute... Customer: "m so sorry, "m not really taking it on you, and am not trying to be a difficult customer. "ts $ust that "ve had so much stress, more than " can actually imagine. But, please, go on. Agent: 6<, heres !hat " could offer you. %ince, youve been !ith Focket %peed "nternet for more than ' years no!. "m gonna get you a free modem, !ith 7ireless capability, absolutely, free of charge9 And, "ll place the order no!, for an overnight shipping. %o, that means, youll get the free modem by tomorro!. Customer: 7o!, thats actually great9 Thank you so much9 Agent: And, also, "ll sign you up for a -F?? +month trial %peed Ipgrade. %o, from your old package, instead of getting maG of ( bps, you should no! get + bps of speed. After + months, you could still have it for an additional 'J a month, or, if you are not satisfied, you could $ust simply do!ngrade your plan, back to the old package. Customer: Thats actually a pretty good deal. " cant ask for more. " guess, "ll be staying !ith you guys for a very long time, and " !ould be glad to recommend you to all of my friends9 Agent: 7ell, "m so glad to here it from you. Do you have a pen and paper, so you can !rite do!n your order number# Customer: 6k, " have it. Agent: 5our -ree odem Feplacement 6rder &umber is -K1(22(. 5oull get this modem tomorro!. -or the setup, if you cant follo! the setup instructions on the manual. 7e have our /)2 Technical %upport hotline !ho can help you setup your ne! modem. %o, !ould there be anything else that " could assist you !ith# Customer: "m speechless, Taylor, all " can say no! is THA&< 56I9 Agent: 5oure very much !elcome, s. Bro!n. " hope " !as able to make you a very satisfied customer9 Customer: 5es, Taylor, you did, s!eetie9 ;oodbye9 Agent: Thanks s. Bro!n, and Again, my name is TA5@6F, Thank you for choosing Focket %peed "nternet9 ?n$oy the rest of your day9 Agent: Thanks again, ;ood bye9
CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - EMER#ENC$ %OTLINE
%ituation: The caller heard some gun shots, and sa! people running from his neighbors house. Callers 3rofile: -emale, /*/' years old, nervous. ;oal: ;et all the important information from the caller.
As you could notice, " added a little dose of humor in some of the lines above. Because, the reality is, its not really all about apologiing or empathiing. 5ou also have to kno! !hen you can use po!er !ords, talk about the !eather, time, or even crack simple $okes its actually a good !ay to establish rapport !ith your callers. Aside from rehearsing the Call Center ock Calls %cripts %amples infront of a mirror, you can also videotape yourself, so, you can easily replay the video to see and hear yourself. 3ractice makes perfect9 Dont stop practicing, until you sound very comfortable and natural. "f you have comments or suggestions, please, feel free to !rite it belo!. Dont also forget to subscribe your email to get the latest updates from this site9 Thanks9
