Tell me about your school/college days: Call centre interview question

School days/ College Days

My school days were golden days of my life. I still remember my school friends. I can never forget those days when we used to hand around the malls and play games all the day. We used to bunk classes together and go for movies. We shared the same desk that was in a corner. We used to chat with each other while teachers were delivering lectures . We had a very fine tuning with each other. We ate together, Slept together, and studied together. Other students were jealous of us. There was a fat guy Rohan in our group. We used to call her fat man. And there was a girl who was pale. We used to call him Miss Pale. We used to tease our teachers and played pranks on them. Those were very beautiful days and I would cherish them forever.

Sample Call: Inbound Call Centre

HANDLING INBOUND CALLS.

1. Agent: Vodafone customer care, this is Nitin. How may I assist you?

Customer: Nitin I want to know my tariffs, call rates.

Agent: Could you please confirm your name and number sir?

Customer: yes, my name is Prakash and number is 9891067890.

Agent: Hold on for a while sir. Let me open your account.

Customer: ok.

Agent: Thanks for being online sir. Your tariff rates are: local calls for 50 paisa flat and all STD callas are Rs. 1 flat. Would you like to know anything else sir?

Customer: No, this is it.

Agent: Thanks for calling Vodafone sir. Have a nice day.

Selling a Desktop/Laptop in a Call Centre Interview

SELLING A DESKTOP OR LAPTOP:

Good evening sir!

I am Mohan Sharma. How may I help you?

Customer: I am looking for a desktop.

Agent: fine sir. May I know your budget sir so tat I can show you the best fit product.

Customer: around 40-45 thousands.

Agent: pretty fine sir. Come with me please.

Here you see Hp desktop with 17’’ monitor which comes with 180 gb hard disk space, 1 gb ram. It has the latest Intel duo core processor. It also come s with 5 yrs on site warranty so whenever you have any problem just call us up and our executives would be there to fix the problem. All this comes for just Rs. 39900+ taxes.

Customer: But Sony is giving all the same features at a lower rate. Why do you have higher rates?

Agent: Sir, this depends on a lot of things. Let me tell you that they have 80 gb hard disk space and they don’t have Intel processor they have amd which is much cheaper. And don’t talk about after sale services. They are not in proper place. But I can assure you about our after sales services. You will have the best deal. Don’ worry about that sir.

Customer: everyone says that his product is better.

Agent: I understand sir you are absolutely right. But the decision is yours we can only present the facts to you.

Customer: everything is ok. But price is a little more.

Agent: ok, sir let me talk to my supervisor and see what can be done?

Ok sir you can get additional 5 % discount. Now this is a much better deal siur.

Customer: ok, pack that up my address is…… Thanks a lot.

Agent: your welcome sir. Have a nice day.

Selling a Pen in a Call Centre Interview

SELLING A PEN.
Good morning Sir/ madam.
My name is Amish Pak and I have come from Reynolds India Ltd. Can I just take 5 minutes of your precious time?
Customer: ok
Agent: Sir/ madam our company has launched a new pen with several attractive features. You may have seen different types of pen in the market. But the one I am going to show you is very unique. It is made using German ink fluid technology which never leaves smudges or marks papers and can be use to write on any kind of surface, be it rough pr smooth. It can also write upside down position with the use of push ink technology. It can easily fit in your pocket because of its sleek design. With so many features it just costs you Rs. 10.
Customer: But I already have so many pens.
Agent: I understand sir, but I am sure they would not have so many features. I assure you that this is the best deal you are getting and you will always like to have more such pens. It just costs Rs. 10 which is nugatory keeping in mid its features.
Customer: Ok…but
Agent: Don’t think too much sir. Ok I offer a rather better deal. If you buy two pen you would be getting one for free. It brings down cost of a single pen to just rs. 6.66. so, how many pens would you like to buy sir?
Customer: ok give me 6 such pens

Mock Sales Call: Call Centre Script

A SALES CALL
Agent: am I speaking with Mr. Rohan Sharma.
Customer: yes or no.
Then we have to ask may I know whom I am speaking with?
Agent: good morning sir! I am Anusha calling from Reliance Infocomm. Our company has launched a very attractive calling card. Can I just take 5 minutes of your precious time to explain it to you?
Customer: ok. Go ahead.
Agent: Thanks you sir, As I was telling you about the calling card which comes with free reliance to reliance calling 24 hrs. And other local calls cost you just 45 paise per minute. All STD calls are fixed at rs 1 per minute. And all this come s for just rs 250 a month. This is not all sir. We have a scheme running if you buy the card today itself then yuou would be getting an add on card absolutely free.
Customer: are you sure all local calls are for 45 paisa only?
Agent: yes Sir I m 100% sure.
Customer: But I already have two connections. What is the use of third one.
Agent: sir, now a days people keep 4-5 Sims and according to there usage and benefits they keep on switching to other Sims. And this sim is also very cheap and call rates are very less. You are getting the best deal sir.

Customer: ok. What do I have to do?
Agent: sir you just have to give a copy of ration card or your driving license. Or pan card. And two photos of yours.
Customer: ok I have all these things ready.
Agent: Thank you sir. Our agent will come to your place tomorrow and collect all the documents from and deliver the sim to you. May I know the convenient time when you would be Available?
Customer: Ok, send your executive at 11 am tomorrow.
Agent: Ok, sir. Thank you very much. Have a nice day.
Customer: You’re welcome. You too have a nice day. Bye.
Agent: bye.

Mock Calling : Call Centre Script

COLLECTION CALLING
Agent: Hello! Am I speaking with Mr. Ramanujan?
Customer: Yes, Speaking.
Agent: Mr. Ramanujan this is Rajesh calling on behalf or Airtel. You have a bill due in your account for Rs. 1000 or you have an outstanding balance with Airtel for Rs. 1000. how would you like to pay that?
Customer: I don’t have any such connection or balance.
Agent: ok SIR. But may I please confirm your address. This is 22, new arya samaj road, Karol bagh.
Customer: yes this is my address.
Agent: i wish to inform you sir that your name and address is in our database and we will have to keep calling you time and again as long as this name is there in our database. i would request you to please make a complaint to Airtel regarding the same.
Customer: what is this? Are you scaring me?
Agent: no, sir i don’t intent to do so. It might be possible that someone else had taken connection in your name made this default. He may use your identity for wrongful purpose. I would request you complaint regarding the same as soon as possible. We are there to co operate with you in every possible way.
Next day agent repeats the same and customer starts acknowledging that he has some pending bill. Now you have to suggest him possible ways of making payments. try to lure him with discounts. For example
Agent: sir if you pay by today we can wave off 20% of your balance and you just have to pay Rs 80 out of Rs 1000. That can save your 20 rupees.
Agent: but I am not in the position to pay now. i can pay you tomorrow. And will pay only 800.
Agent: ok sir i will try to extend this benefit to you till tomorrow. Thank you very much. Have a nice day!