The conversation in a call center is precisely the service provided of a contact center.

Depending on the nature of the call

or service, these conversations can vary greatly in terms of content and approach. Hereunder are samples of typical
conversations for an inbound, outbound, and directory assistance service.
Inbound Call
Agent: Thank you for calling ABC Company. My name is Ashley. 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: 5340036548
Agent: For verification purposes mam, Can I get your name and birth date?
Customer: Maegan Simpson, July 23, 1974 and the account is under my name.
Agent: Thank you for that information mam. Per our systems data, you did pay your 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 thats why your latest payment had not been reflected. You can simply
disregard the amount indicated in the bill and continue enjoying our services.
Customer: Thank you.
Agent: 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: Ok I will.
Agent: Will there be anything else that you need madam?
Customer: No thanks
Agent: Thank you for calling. We are glad to assist you.
Customer: Ok bye.
Outbound Call
Agent: Hello! My name is Victoria Washington and Im calling for GI products International. May I please talk to Michelle
Shaw?
Customer: This is Michelle speaking.
Agent: Oh hi mam! How would you like me to address you? Ms. Shaw or by your first name?
Customer: Call me Mitch.
Agent: OK Madam Mitch. The reason why Im calling is to introduce to the new a book of Clarence Knight, entitled The
Wisdom. This is the sequel to his last two books, The Enlightenment and The Ignorance. It will be the third in the series
of his collection. Clarence Knight will be visiting your town this August 13 for a book launch. The new book would be on
sale in the Dinkhams books store for the launch. I would like to invite you to come so that you can personally meet him
and have your book signed.
Customer: Oh that will be great. I have been waiting for the book. When and where will he be coming?
Agent: The book launch will be on August 13 at Dinkhams bookstore at 10:30 AM
Customer: Ok ill be there.
Agent: Thanks for your interest and we hope to see you there.
Customer: Ok, bye..

Directory Assistance
Customer: Hello operator may I know the number of Mr. John Johnson of Bellford Street?
Agent: Ok sir, would you mind holding for a few seconds while I research the information youve requested.
Customer: OK
Agent: Thank you for holding sir. The number for Mr. John Johnson of Bellford St. is 7543658654
Customer: Thanks.. Let me write it down can you say that again.
Agent: 7, 5, 4, 3, 6, 5, 8, 6, 5, 4
Customer: Thanks a lot.
Agent: is there anything else I can help you with.
Customer: No. Thats it. Thanks again.
Agent: Youre most welcome sir. Were glad to be off help. Have a nice day.
CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - 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.
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!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - RETENTION / SERVICE CANCELLATION

Situation: A customer is calling about her Internet Service. The Customer is very upset because, Technical Support can't
replace her modem. Her DSL Modem/Router is already out of warranty. And, claims he can't afford modem and he'll just
change to a different Internet Service Provider.
Customer's Profile: Female, Age is 75 years old, and very irate.
Goal: Pacify the irate caller, and save the customer from cancelling her Internet Service.
Agent: Thank you for choosing, Rocket Speed Internet. My name is TAYLOR. How can I make you a
Very Satisfied Customer today?!
Customer: I was speaking a while ago with Jerry, and he says that my modem is malfunctioning. Unfortunately, I'm a
retired teacher, and I can't really afford paying for a new modem. So, I would rather just cancel my Internet Service, and
try my luck with a different Internet Service Provider!
Agent: Oh, I'm so sorry to hear about that Ma'm. Don't worry, I'm here to help you out. Let me see what I could do for you,
let's start first by verifying your account number, is that OK with you?!
Customer: I already gave my number to the previous agent, but, here it is again, for the nth time. 860-995-****, my name
is Deborah Brown.
Agent: Thank you Ms. Brown, so, that is 860-995-****, is that correct?
Customer: Yes. And, if you will ask, that's also my call back number.
Agent: May I please verify the last four number of your Social Security Number?
Customer: It is ****.
Agent: Got it, thanks! I believe that you've been with Rocket Speed Internet for quite a while now. And, honestly, we don't
really wanna lose customers just because of a bad modem. Here's how I can help you...
Customer: You see, If you check your records, I've been actually calling you almost every other day for the past few
weeks. You guys, just wasted my time, and I can't believe that I'm still with you folks!
Agent: Deborah, I understand your situation, and I would feel the same way if I'm in your situation. So, please, calm down,
and stop yelling at me. Let me tell you what I could do for you, OK? Just give me a minute...
Customer: I'm so sorry, I'm not really taking it on you, and am not trying to be a difficult customer. It's just that I've had so
much stress, more than I can actually imagine. But, please, go on.
Agent: OK, here's what I could offer you. Since, you've been with Rocket Speed Internet for more than 5 years now. I'm
gonna get you a free modem, with Wireless capability, absolutely, free of charge! And, I'll place the order now, for an
overnight shipping. So, that means, you'll get the free modem by tomorrow.
Customer: Wow, that's actually great! Thank you so much!
Agent: And, also, I'll sign you up for a FREE 6-month trial Speed Upgrade. So, from your old package, instead of getting
max of 3 Mbps, you should now get 6 Mbps of speed. After 6 months, you could still have it for an additional 5$ a month,
or, if you are not satisfied, you could just simply downgrade your plan, back to the old package.
Customer: That's actually a pretty good deal. I can't ask for more. I guess, I'll be staying with you guys for a very long
time, and I would be glad to recommend you to all of my friends!
Agent: Well, I'm so glad to here it from you. Do you have a pen and paper, so you can write down your order number?
Customer: Ok, I have it.
Agent: Your Free Modem Replacement Order Number is FX893-7873. You'll get this modem tomorrow. For the setup, if
you can't follow the setup instructions on the manual. We have our 24/7 Technical Support hotline who can help you setup
your new modem. So, would there be anything else that I could assist you with?
Customer: I'm speechless, Taylor, all I can say now is THANK YOU!
Agent: You're very much welcome, Ms. Brown. I hope I was able to make you a very satisfied customer!
Customer: Yes, Taylor, you did, sweetie! Goodbye!
Agent: Thanks Ms. Brown, and Again, my name is TAYLOR, Thank you for choosing Rocket Speed Internet! Enjoy the
rest of your day!
Agent: Thanks again, Good bye!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - 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.
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.
Caller: Ma'm, are you still there?
Agent: Yep, I was just drinking.
Caller: 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.
Agent: I almost had a heart attack, stupid kids!
Caller: Well, at least, no one got hurt. I hope you stay safe, OK?!
Agent: Alright, thanks for your help operator.
Caller: No problem, bye!

As you could notice, I added a little dose of humor in some of the lines above. Because, the reality is, it's not really all
about apologizing or empathizing. You also have to know when you can use power words, talk about the weather, time, or
even crack simple jokes it's actually a good way to establish rapport with your callers. Aside from rehearsing the Call
Center Mock Calls Scripts Samples in-front of a mirror, you can also videotape yourself, so, you can easily replay the
video to see and hear yourself. Practice makes perfect! Don't stop practicing, until you sound very comfortable and
natural. If you have comments or suggestions, please, feel free to write it below. Don't also forget to subscribe your e-mail
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