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Call Center Mock Calls Script Sample

The customer called about her phone bill payment not being updated, which resulted in her phone and internet connection being deactivated. The agent verified the customer's account information and payment details, noting that while the customer had paid that day, the telecom company was undergoing a 24-hour system maintenance, which explained the ongoing outage. The agent provided the customer with a reference number to check the status of reactivation once the maintenance was complete. The customer was satisfied with this explanation and thanked the agent.

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May Laguerta Fami
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5K views2 pages

Call Center Mock Calls Script Sample

The customer called about her phone bill payment not being updated, which resulted in her phone and internet connection being deactivated. The agent verified the customer's account information and payment details, noting that while the customer had paid that day, the telecom company was undergoing a 24-hour system maintenance, which explained the ongoing outage. The agent provided the customer with a reference number to check the status of reactivation once the maintenance was complete. The customer was satisfied with this explanation and thanked the agent.

Uploaded by

May Laguerta Fami
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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CALL CENTER MOCK CALLS SCRIPT SAMPLE- May L.

Fami

Situation: A customer is calling about her unupdated bill and deactivated phone line and internet
connection.

Customer's Profile: Female, Age is 31-35yrs old, calm.

Goal: Answer customers inquiry accurately.

Agent: Good day, This is May From Communication Express, How can I help you?

Customer: Hi. I want to check on my last phone bill payment. I already payed but we still don't have our
phone lines and internet connection back until now, I even load up my phone to be able to call you.

Agent: I understand. Sorry for the inconvenience, don't worry, I'd be glad to assist you. May I please get
your Area Code and Telephone number and the Name on the Account?

Customer: Sure, it's Aliya Reyes, telephone number is 02-895-9934

Agent: Okay. That's Aliya Reyes, with telephone number 02-895-9934. And your name please.

Customer: I am Aliya Reyes.

Agent: Thank you for that information Mis Aliya. Is it okay if I will put you on hold for a minute or 2 for
me to check your account?

Customer: Okay no problem.

Agent: Thank you for patiently waiting. Upon checking, your last payed bill was last Sept. 18 2019, and
your phone bill for the month of October is not yet payed.

Customer: How come? I already went to the Bayad Center this morning to pay for our bill?

Agent: Mam, since you already payed your phone bill today, I can assure you that your phone lines will
be activated. However, The reason why it is not up until now is because we are having our system
maintenance, but as soon as our system is done updating, your phone and internet connection will
surely be up and running.

Customer: How long is the system maintenance?

Agent: The system maintenance will take about 24 hours. To make sure, I will create a report regarding
this matter and I will give you your refference number for you to be able to check the status of your
phone reactivation. Is it okay to put you on hold again while I'm creating the report?

Customer: Okay.

Agent: Thank you for patiently waiting Mam. Can you please take note of this refference number for the
report that I created?

Customer: Sure, what is the refference number?


Agent: it is 491, 385.

Customer: Okay. 491 385?

Agent: Yes Mam, that is correct.

Customer: Okay. Thank you.

Agent: Is there anything else that I can help you with?

Customer: No, that would be all, thank you.

Agent: Okay. Thank you for calling Communication Express, have a great day.

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