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.
Monday, April 26, 2010
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!
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!
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