CALL CENTER MOCK CALLS SCRIPT SAMPLE

1. CALL CENTER MOCK CALLS SCRIPT SAMPLE - CUSTOMER SERVICE Situation: A customer is calling about her account balance. Customer's Profile: Female, Age is 25-30yrs old, calm. Goal: Answer customers inquiry in a timely manner. SCRIPT -------- Agent: It's a good day today at Bank of Wealth, my name is ______, How can I help you? Customer: I would like to know my remaining money in my account. Agent: I'll be glad to help you. May I please get your Bank Account number and the Name on the Account? Customer: Sure, it's __________ , account number is ____________. Agent: Thank you, let me just check on it. Ok, can you please, verify the last four numbers of your National ID? Customer: It is ___________. Agent: You still have __________ dollars and ___ cents. Is there anything else that I could assist you with? Customer: Yes, If I transfer it to my bank account in Lloyds of London, how long will it take? Agent: If we do the transaction over the phone or online, our team will still contact you for verification prior sending your money to a different bank. The whole process usually just takes 2-3 days. Customer: Oh, I see, never mind, I'll just do it after the holidays. Thanks for your help, Heather! Agent: You are very much welcome, Ms __________ ! You have a great day and Thank you for calling Bank of Wealth. Good Bye! ----END

2. CALL CENTER CONVERSERTION SCRIPT SCRIPT---------- Agent: Thank you for calling ABC Company. My name is Daniel. How may I help you today? Customer: I am calling because I received a wrong bill. I just paid my phone bill two days ago and my payment is not reflected in the bill. Agent: Sorry for the inconvenience madam. May I have your Account Number, please. Customer: _______ Agent: For verification purposes mam, Can I get your name and birthdate?, Customer: Maegan Simpson, July 23, 1974 and the account is under my name. Agent: Thank you for that information mam. Per our system’s data, you did pay your last bill last Aug. 12 which was two days ago in one of our affiliated payment centers and you currently have 0 balance. However, the bill that you received was generated a week before you made the payment that’s why your latest payment had not been reflected. You can simply disregard the amount indicated in the bill and continue enjoying our services. Agent: Thank you. Delays in the bill is usually caused by delays in our courier services. For a more up dated bill of your account, you can visit our website and log in to your account. This bill is more updated. Customer: I will take a look, thanks Agent: Is there anything else that you need madam? Customer: All good! Agent: Thank you for calling. We are glad to assist you. Customer: Ok bye. ----------END

3. Sample Call Center Script: Technical Support Hotline SCRIPT------------- C-SERVICE: Good afternoon. TBH Network Solutions. CLIENT: Yeah, hi. My system is down and I need to speak with a technician. C-SERVICE: Oh, okay. Let me gather some information and see if we can help. What is your first name? CLIENT: (Your Name) C-SERVICE: And your last name; would you spell it for me please? CLIENT: Sure. It’s C-H-A-M-B-E-R-S, Chambers. C-SERVICE: Okay. And your company name? CLIENT: I’m with Goldstar Environmental. C-SERVICE: Goldstar Environmental? CLIENT: Yes ma’am. C-SERVICE: Okay. And your callback number? CLIENT: 610-265-1715. C-SERVICE: That’s 610-265-1715? CLIENT: Yes. C-SERVICE: Okay. And what seems to be the problem today? CLIENT: My agents aren’t able to make or receive any telephone calls. C-SERVICE: Okay and what type of system do you have. CLIENT: I have AmStar700, I think. C-SERVICE: Okay. Are you able to log on to the system? CLIENT: No, actually, I can’t even get an Internet connection. C-SERVICE: Okay. According to my records, the AmStar700 is a voiceover Internet protocol phone. It appears that because your Internet isn’t working, your phones are not working as well. Do you know who your Internet provider is? CLIENT: I have Verizon. C-SERVICE: Okay. Mr. Chambers, I’m going to get a hold of Randy, and have him return your call. Is the 610-265-1715 a good number to reach you at right now? CLIENT: Yeah that’s my cell. That is working. C-SERVICE: Okay, great. In the meantime, see if you can reach out to Verizon and let them know your issue. And Randy should be calling you back shortly. CLIENT: Thank you very much for your help. C-SERVICE: You’re welcome. Thank you. Goodbye. CLIENT: Take care. Goodbye. -----------------END

4. CALL CENTER MOCK CALLS SCRIPT SAMPLE - CREDIT CARD CUSTOMER CARE Situation: A customer is calling in to report a stolen card. Customer's Profile: Male, 30-35 years old, nervous. Goal: Freeze the Stolen Card Account Number, apologize and give assurance. SCRIPT---------- Agent: Thank you for calling Bank of Wealth. My name is Sydney. How can I assist you today? Customer: I want to report a stolen card. I got drunk, and had lost my wallet last night. Agent: Oh, I'm so sorry to hear about that, don't worry, we're gonna make sure that we freeze your account, so no one can use your Credit Card, ok? Customer: Thanks, I hope no one have tried using it. Agent: Don't worry, we are gonna be alerted right away by our System, if there are any invalid pin attempts on your card. For security purposes, let me just verify your account first, ok? Customer: Sure, go ahead. What do you wanna ask? Agent: I need to verify your First and Last Name? Customer: My name is Park Jae-Sang, but, you can call me "PSY!" Agent: Thanks, PSY! Wait, Is it just a coincidence that your name is just like the one who created the world famous, "Oppa Gangnam Style"!? Customer: I'm sorry, that wasn't me. But, since that song became very popular, my friends are now calling me PSY. Agent: You got me there! Well, I'm sorry, just had to ask that, since, I really love dancing while I'm playing it every morning! But, going back on your card, let me also ask you for your Mother's Maiden Name? Customer: That's alright, Sydney! It is Wan. Agent: How about the last four numbers of your Social Security Number? Customer: It is ****. Agent: Last, but not the least, may I please verify your complete Billing Address? Customer: I live in 67489, Rodeo Drive, Beverly Hills, CA, 90210. Agent: Thank you so much for all of the information. I'm now processing the request to freeze your account. Please, grab a pen and paper. Thank you! Customer: I have it, go ahead! Agent: As of September 26, 2013 at 5PM Pacific Time, your Credit Card Account is now frozen. You'll get your Card Replacement within the next 3-5 Business Days, Free of Charge. Your Confirmation Number is 787-909-SPNC Customer: I got it, thanks a bunch, Sydney! You're such a big help! Agent: You're very much welcome! Is there anything else that I could help you with? Customer: I guess, that would be all for today. Thanks again! Bye! Agent: You're welcome! And, again, my name is Sydney! Thank you for calling Bank of Wealth! Good bye! END------------

5. CALL CENTER MOCK CALLS SCRIPT SAMPLE - EMERGENCY HOTLINE Situation: The caller heard some gun shots, and saw people running from his neighbor's house. Caller's Profile: Female, 20-25 years old, nervous. Goal: Get all the important information from the caller. Keep the Caller on the line while the authorities try to reach the location. SCRIPT--------- Agent: 117, what's your Emergency? Caller: Oh my God.... I heard gun shots from my neighbor's house, and saw 3 Hispanic male running from their backdoor... *Screaming* Agent: Ma'm, please, calm down, OK If you scream, I won't be able to understand what you are saying, this is very important so we can alert the authorities right away. Caller: Ok.. ok... I'm sorry... Agent: Thank you, you are doing a great job! You said, you heard multiple gunshots, and 3 male running from your neighbor's house, is that right? Caller: Yes, they are already gone in the dark. I saw 3 Hispanic male running down the street. Agent: Don't worry, I'm reporting it as we speak Ma'm, are you alone in your house? Caller: Yes, that's why I'm shaking. I don't have a gun with me, even my dog is terrified as well! Agent: And, what is your Name and Street Address? Caller: My name is Sharon Davis, we are at 9657 Caminito Chollas, Sandiego, California. Agent: Thank you, got it. Make sure that all doors are locked, and stay with me on the phone, OK I already alerted the authorities, and they are now on their way! Caller: Thank God... Agent: At what time it happened? Caller: It was just 5 or may be 10 minutes ago... Where are the police? Agent: Ma'm, they are now on their way! Caller: Wait, I'm hearing some sirens. Agent: That must be the Police, don't open your doors yet, stay with me, OK? Caller: Alright.. Oh my goodness, I'm still shaking! Agent: OK, feel free to grab a glass of water, I'll wait right here. Agent: Ma'm, are you still there? Caller: Yep, I was just drinking. Agent: Ma'm, I got a call from the Sheriff's Dept, it was just some kids who are doing some prank on their friend. The noise you heard are just firecrackers. So, there's really nothing to worry now. Caller: I almost had a heart attack, stupid kids! Agent: Well, at least, no one got hurt. I hope you stay safe, OK?! Caller: Alright, thanks for your help operator. Agent: No problem, bye! END---------