Mock Call Center Scripts
Mock Call Center Scripts – This guide is written specifically for call center newcomers, but if you’re a seasoned veteran who needs a quick refresher before you hit the ground running, this is for you too.
When applying for a voice account, you can avoid Berlitz. You can avoid Versant. Heck, you can even skip a typing speed test. Unfortunately, you cannot avoid fake calls.
Mock Call Center Scripts
Therefore, it is very important that, before you apply, you already know what to say and do during a mock interview test. Here’s a step-by-step guide on how to pass a mock call test, whether you’re a call center newbie or a veteran.
How To Pass A Mock Call Test: It’s Actually Simple!
I know many of you (especially call center newbies) are scared when thinking about going through a mock interview until you avoid call center companies that mandate a mock interview during the initial application process.
Here’s why: To pass a mock conversation test, all you have to do is follow the flow of the conversation. If you can follow the chat flow (which is really easy with a lot of practice), you will send your fake chat!
Well, simply put, the flow of a conversation is the order of a conversation. It outlines what comes first, second, third, fourth, and so on… There are usually 5 parts: opening, exploration, research, resolution and closing.
And clearer to you. They are instructive. If you’re in the middle of a conversation and feel lost, you can go back to these steps and you’ll know exactly what to do.
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I created the video below with a sample mock call to show you what each step means.
If you would like a written format for each step, I have included them after the transcription of this video.
Caller: Hi Candace. So… I’m calling because you guys overcharged me. My subscription to you is intended to be a basic fee of $30.00 per month. But for some reason I see $33.00 on my paper bill for July. So… I don’t know what’s going on. I would really appreciate an explanation on this.
Agent: Sure, I’d like to retrieve your account now and check the billing details for you. Can I have your account number along with your first and last name?
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Agent: Thank you, John. Please give me a few seconds to recover your account. It was for July this year, right? July 2020?
Agent: Okay, let me see that … Okay, I pulled up your account now and I only see a $30.00 charge for July of this year. Can you check the bill again and see the amount? (STEP 4 is repeated)
Caller: No, that can’t be right. I’m literally holding my bill now and it says July and it says $33.00 in big bold letters. So maybe the load was changed to June or August? I do not know. All I know is that you’re putting too much on me. And it’s written on my paper bill.
Agent: Yes, Joan. I also checked the fees for the other months this year from January to July 2020. For all those months you were only charged $30.00 each. Let me double check… your last year… Oh, although I see a charge of $33.00 here, but this was back in July 2019 last year. Would you like to check the year of your current billing paper?
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Customer: Oh! OH MY GOD. Candace, I’m sorry to waste your time. I really thought this was a recent bill!
Customer: This bill was literally on my desk this morning. I must have missed it when I was taking out the trash this morning. How embarrassing. My mistake.
Customer: I know right! Anyway, Candace. I don’t want to waste your time anymore and thank you very much for your patience.
To open the call, greet and thank the customer for calling, state the company name, your name and the question “How may I help you?”
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A. Empathize with the customer that you feel their situation, but it is NOT the company’s fault.
“We apologize for the delay, Sara. I will certainly do my best to help deliver your order to you as soon as possible.”
C. Make sure the customer wants their question answered and is not really being inconvenienced or frustrated.
There are times when a customer’s explanation is not enough to fully understand the question or problem.
Call Center Script 1
If this is the case, you need to ask the customer a question (or series of questions) to clarify the situation and/or get more information.
Of course, if the question is simple enough and you understand it 100%, you can skip this part and proceed to step 5.
Once you have fully understood the customer’s concern or question, it is now time to solve the customer’s problem or answer their question.
Most of the time, customers would say no to this, so you can move on to step 7. But there are times when this question reminds customers of their other concerns.
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Therefore, you need to ask this question so that the customer does not make two unnecessary calls when his concern could be resolved in one call.
If the customer confirms that she has no more questions or concerns, it’s time to end the conversation.
In this mock call booking video, I explained in detail the 7 steps of the call flow. This will help you understand why I said what I said during the conversation.
This will teach you to think like a real call center agent. Remember, to have a better chance of passing a fake call, you need to train yourself to think of a real call center agent as soon as possible.
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Stephen: Hello, this is Stephen. I would like to make a reservation for four, please. And that will be for the 18th of August.
Candace: Sure Stephen, I’d be happy to help you with that. So which room do you have in mind?
Stephen: Actually, I have to tell you first. I’m very busy so I haven’t been able to browse your site so I don’t know what rooms you currently have. But I can tell you my needs and you suggest the best rooms for me. Could we do it?
Stephen: So there are four of us…including me. And we need something with wifi and maybe a pool.
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Stephen: Oh, sorry I forgot to tell you. It would be separate, as you can see, we are two couples and we need two rooms.
Candace: I see. So in that case I recommend two DELUXE KINGs. It has a king size bed with room for two, WIFI, pool access and free lunch and breakfast. All this for $200 each, that’s $400 for 2 rooms. How does that sound?
Stephen: Oh hh… That’s too much. It is a bit expensive. In fact, maybe you have something more affordable than that? Now that I think about it, I remember that there is a beach near your hotel, so let’s take a trip there so you can take out the pool. Can?
Candace: Sure. Let me see. So if you want to take out the pool and have WIFI, we definitely have a room for what is a CLASSIC KING at $125 each which is only $250 for two rooms compared to $400. You still get the king size bed and WIFI. But I have to tell you, Stephen, besides not having a pool, you only get free breakfast instead of lunch and breakfast. Is that okay with you?
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Stephen: Candace perfect, perfect. That’s exactly what we need. We have lunch on the beach anyway, so we’re not going to eat at the hotel. So 2 KING CLASSIC is it! So you want my credit card number?
Candace: How do you spell Stephen? Is Steven with V or Stephen with P?
Candace: Thank you… To be sure, S is for Sierra, T is for Tango, E is for Echo, P is for Peter, H is for Hotel, E is for Echo, N is for Nancy, highlight 182@gmail. com. Is that correct?
Candace: Perfect! So just to go back to that, you want to reserve two CLASSIC KING rooms on August 18, 2020. And the total amount is $250.00. Are these all correct?
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Candace: Thank you. So after this conversation, Stephen, you should receive an email from [email protected]. In that email there is a secure link you can click where you can enter your full name and card information. I also want to remind you not to click on any email that is NOT from [email protected]. We only accept payments through this email only. Okay?
If you’d rather watch a video than read, here’s the video version of the fake call tips and tricks. Otherwise, read on.
Whether it is an actual conversation or a simulated conversation, the flow of the conversation is the only criterion for judging the quality of a conversation. If you don’t know the flow of the sincere call, you might not expect to send the fake call as well.
While the call flow is coming