Mary Ogba
$6/hr
Customer Service Admin | Virtual Assistant | Data Entry | Lead Generation
- Reply rate:
- 100.0%
- Availability:
- Full-time (40 hrs/wk)
- Location:
- Port Harcourt, Rivers State, Nigeria, Nigeria
- Experience:
- 5 years
Call Centre Scripts
Greeting:
The agent asked for the caller’s name.
The agent thanked the caller for calling.
The agent offered assistance to the caller.
Account Verification:
The agent accurately accessed the customer’s account.
Customer Contact Information Confirmation:
The agent asked for the caller’s telephone number.
The agent asked for the caller’s email address.
Problem Solving Abilities:
The agent apologized for the issue.
The agent took ownership of the call.
The agent asked probing questions and displayed active listening skills.
The agent provided an appropriate solution.
The agent worked with the caller to test and confirm the solution.
The agent explained the resolution.
The agent provided step-by-step clear and concise directions.
The agent confirmed that the issue was resolved.
Customer Service Quality:
The agent used the caller’s name throughout the call.
The agent summarized the customer’s concern/issue before moving forward with troubleshooting.
The agent adequately addressed the customer’s needs.
The agent maintained proper tone and pacing throughout the call.
The agent was polite throughout the call.
The agent did not interrupt or talk over the customer.
Closure:
The agent asked the caller if they had any additional questions.
The agent asked the caller if there was anything they could do to enhance the service they provided.
The agent thanked the caller for calling.
