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 Scenarios Out Calling Scripts
Welcome Call Welcome Call
First Bill Call First Bill Call
Call Not Connected 60sec Call Not Connected
Complaint Resolution Complaint Resolution
Complaint SLA breach Complaint SLA breach
Past Due Date Past Due Date
Pre-barring Pre-barring
Pre Suspension Pre Suspension
Unbundling Unbundling
 PARAMETERS SCRIPT - Proposed

Good Morning/ Afternoon/ Evening, I am ________ your Relationship

Manager calling you from Airtel .. Is it good time to connect.
Opening

Am I speaking with Mr./Mrs/Ms ________(Customer’s Name)

In case account holder not available - "May I know whom I am talking to"
Identify the customer
(Schedule a call back by checking the availability of concerned
person/account holder)

We are happy to welcome you to OneAirtel Family. I will confirm certain

details and will explain you all the services and benefits you will get as a
Purpose of call
part of OneAirtel family. (Share plan details/benefits/billing details &
Airtel Thanks App)

In case customer is busy, please take a feasible time to call back.

Exception Handling Sir/Ma'am, would you like me to schedule a call back on a preferred
time

Hold May I place your call on hold to check the details/information?

Un-Hold Thank you for being on hold. I really appreciate your patience

I'm sorry/apologies for the inconvenience, will surely help you for the
Apology
same.

Further Assistance Is there anything else I may assist you with ?

Closing Thank You for being with Airtel. Your feedback makes us better everyday
 Suggested script - Validated by Brand

Good morning Mr Singh, this is XYZ, your customer service specialist from Airtel. May I speak with
you for two minutes.

We welcome you to One Airtel Mr Singh. This is a call to take you through all the benefits and
services you are entitled to as a One Airtel member. Before proceeding further, I would request you
to confirm a few details. (Share plan details/benefits/billing details, connections & Airtel Thanks
App)

Sure, we will call you back in that case Sir. Would you like to share with me a suitable time for the
call back? End with - Have a good day Mr. Singh

Thank you for providing the information Mr. Singh. Request you to please be online while I check
further details.
Thank you so much for being on hold Sir.

I apologize for the inconvenience faced Mr. Singh. Rest assured, I am here to help you.
Is there anything else I may assist you with Sir ?

Thank you for being with Airtel Sir. Your feedback makes us better everyday. Wish you a good
day/great evening/ great weekend.
 Proposed Hindi Script

Good Morning/Afternoon/Evening,Mr. Singh ,Main (RM name)apke One Airtel team se baat kar rahi
hoon ,Kya main apse 2 min baat kar sakti hoon?

Kya meri baat Mr/Ms/Mrs/ Singh se ho rahi

In case account holder not available- Kya main jaan sakti hoon meri baat kinse ho rahi hai((Schedule
a call back by checking the availability of concerned person/account holder)

One Airtel me apka swagat hai Mr .Singh.Ye call apko One Airtel "se sambandhit suvidhao" k bare
me batane ke liye hai. "Mr .Singh aage ki information share karne se pehle main apse kuch
conformation chahti hoon" (Share plan details/benefits/billing details, connections & Airtel Thanks
App)

Main "apke liye call back arrange kar deti/ deta hun, kya main jaan sakti hoon ki apko call karne ka
sahi samay kya rahega"End with - Airtel se "judne ke liye"dhanyawad. Apka feedback hume behter
banata hai

information provide karne k liye dhanyawad Mr.Singh. Call par bane rahiye "taaki main apki details
check kar sakoon".
Hold pe bane rahne k liye dhanyawad

Maafi chahti hoon Mr.Singh. Main apki pareshani bilkul samajh sakti hoon. Main apki puri sahayata
karungi

iske alwava aur koi jankari chahenge aap?

Airtel se "judne ke liye"dhanyawad. Apka feedback hume behter banata hai.

 PARAMETERS

Opening

Identify the customer

Purpose of call

Exception Handling

Hold

Un-Hold

Apology

Further Assistance

Closing
 SCRIPT - Proposed

Good Morning/ Afternoon/ Evening, I am ________ your Relationship Manager calling

you from Airtel .. Is it good time to connect.

Am I speaking with Mr./Mrs/Ms ________(Customer’s Name)

In case account holder not available - "May I know whom I am talking to" (Schedule a call
back by checking the availability of concerned person/account holder)

We would like to congratulate you for completing 1 month with OneAirtel family and
thank you for your continued support. I will confirm certain details and will explain you
the first bill which has been generated on (Bill Date) for the period (Bill Cycle details).
In case of BNR, push the same from DT and then explain the bill.

In case customer is busy, please take a feasible time to call back.

Sir/Ma'am, would you like me to schedule a call back on a preferred time

May I place your call on hold to check the details/information?

Thank you for being on hold. I really appreciate your patience

I'm sorry/apologies for the inconvenience, will surely help you for the same.

Is there anything else I may assist you with ?

Thank You for being with Airtel. Your feedback makes us better everyday
 Suggested script - Validated by Brand

Good morning Mr Singh, this is XYZ, your customer service specialist from
Airtel. May I speak with you for two minutes.

Mr Singh, we understand you want to know more about your One Airtel
bill, I am here to assist you with the same. Before proceeding further, I
would request you to please confirm a few details. After details- Would
you like to share any issues that you are facing before I explain the bill.

Sure, we will call you back in that case Sir. Would you like to share with me
a suitable time for the call back? End with - Have a good day Mr. Singh

Thank you for providing the information Mr. Singh. Request you to please
be online while I check further details.
Thank you so much for being on hold Sir.

I apologize for the inconvenience faced Mr. Singh. Rest assured, I am here
to help you.
Is there anything else I may assist you with Sir ?

Thank you for being with Airtel Sir. Your feedback make us better everyday.
Wish you a good day/great evening/ great weekend.
 Proposed Hindi Script

Good Morning/Afternoon/Evening,Mr. Singh ,Main (RM name)apke One

Airtel team se baat kar rahi hoon ,Kya main apse 2 min baat kar sakti hoon?

Kya meri baat Mr/Ms/Mrs/ Singh se ho rahi

In case account holder not available- Kya main jaan sakti hoon meri baat
kinse ho rahi hai((Schedule a call back by checking the availability of
concerned person/account holder)

"Mr .Singh aage ki information share karne se pehle main apse kuch
conformation chahti hoon" (Share plan details/benefits/billing details,
connections & Airtel Thanks App)

Main s After details - kya aap koi aur jankari chahte hain, bill explain krne
ke pehle ?(Mentioned Below)

Main "apke liye call back arrange kar deti/ deta hun, kya main jaan sakti
hoon ki apko call karne ka sahi samay kya rahega"End with - Airtel se
"judne ke liye"dhanyawad. Apka feedback hume behter banata hai

information provide karne k liye dhanyawad Mr.Singh. Call par bane rahiye
"taaki main apki details check kar sakoon".
Hold pe bane rahne k liye dhanyawad

Maafi chahti hoon Mr.Singh. Main apki pareshani bilkul samajh sakti hoon.
Main apki puri sahayata karungi

iske alwava aur koi jankari chahenge aap?

Airtel se "judne ke liye"dhanyawad. Apka feedback hume behter banata

hai.
 PARAMETERS

Opening

Identify the customer

Purpose of call

Exception Handling

Hold

Un-Hold

Apology

Further Assistance

Closing
 SCRIPT - Proposed

Good Morning/ Afternoon/ Evening, I am ________ your Relationship Manager

calling you from Airtel .. Is it good time to connect.

Am I speaking with Mr./Mrs/Ms ________(Customer’s Name)

In case account holder not available - "May I know whom I am talking to" (Schedule
a call back by checking the availability of concerned person/account holder)

Mr. /Mrs. / Ms._________ this call is with regards to your call back request placed
on IVR. How may I help you.

In case customer is busy, please take a feasible time to call back.

Sir/Ma'am, would you like me to schedule a call back on a preferred time

May I place your call on hold to check the details/information?

Thank you for being on hold. I really appreciate your patience

I'm sorry/apologies for the inconvenience, will surely help you for the same.

Is there anything else I may assist you with ?

Thank You for being with Airtel. Your feedback makes us better everyday
 Suggested script - Validated by Brand

Good morning Mr Singh, this is XYZ, your customer service specialist

from Airtel. May I speak with you for two minutes.

Mr Singh, this call is with regards to your call back request that you
placed with us. How may I assist you?

Sure, we will call you back in that case Sir. Would you like to share
with me a suitable time for the call back? End with - Have a good
day Mr. Singh

Thank you for providing the information Mr. Singh. Request you to
please be online while I check further details.
Thank you so much for being on hold Sir.

I apologize for the inconvenience faced Mr. Singh. Rest assured, I am

here to help you.
Is there anything else I may assist you with Sir ?

Thank you for being with Airtel Sir. Your feedback make us better
everyday. Wish you a good day/great evening/ great weekend.
 Proposed Hindi Script

Good Morning/Afternoon/Evening,Mr. Singh ,Main (RM name)apke

One Airtel team se baat kar rahi hoon ,Kya main apse 2 min baat kar
sakti hoon?

Kya meri baat Mr/Ms/Mrs/ Singh se ho rahi

In case account holder not available- Kya main jaan sakti hoon meri
baat kinse ho rahi hai((Schedule a call back by checking the
availability of concerned person/account holder)

"Yeh call, apke dwara ki gayi call back request ke regarding hai". Main apki kis prakar sahayata kar sakti hoon.

Main "apke liye call back arrange kar deti/ deta hun, kya main jaan
sakti hoon ki apko call karne ka sahi samay kya rahega"End with -
Airtel se "judne ke liye"dhanyawad. Apka feedback hume behter
banata hai

information provide karne k liye dhanyawad Mr.Singh. Call par bane

rahiye "taaki main apki details check kar sakoon"..
Hold pe bane rahne k liye dhanyawad

Maafi chahti hoon Mr.Singh. Main apki pareshani bilkul samajh sakti
hoon. Main apki puri sahayata karungi

iske alwava aur koi jankari chahenge aap?

Airtel se "judne ke liye"dhanyawad. Apka feedback hume behter

banata hai.
 PARAMETERS

Opening

Identify the customer

Purpose of call

Exception Handling

Hold

Un-Hold

Apology

Further Assistance

Closing
 SCRIPT - Proposed

Good Morning/ Afternoon/ Evening, I am ________ your Relationship Manager calling

you from Airtel .. Is it good time to connect.

Am I speaking with Mr./Mrs/Ms ________(Customer’s Name)

In case account holder not available - "May I know whom I am talking to" (Schedule a
call back by checking the availability of concerned person/account holder)

Mr. /Mrs. / Ms._________ this call is with regards to your concern raised with us on
"Date/Time" regarding "details of complaint". We sincerely apologize for the delay in
resolving your concern. I am personally looking into the same and will make sure it gets
resolved at the earliest (share expected time of closure if any). We appreciate your
patience and understanding in this regards.

In case customer is busy, please take a feasible time to call back.

Sir/Ma'am, would you like me to schedule a call back on a preferred time

May I place your call on hold to check the details/information?

Thank you for being on hold. I really appreciate your patience

I'm sorry/apologies for the inconvenience, will surely help you for the same.

Is there anything else I may assist you with ?

Thank You for being with Airtel. Your feedback makes us better everyday
 Suggested script - Validated by Brand

Good morning Mr Singh, this is XYZ, your customer service specialist from
Airtel. May I speak with you for two minutes.

Mr. /Mrs. / Ms._________ this call is with regards to your concern raised
with us on "Date/Time" regarding "details of complaint". We sincerely
apologize for the delay in resolving your concern. Your complaint is a
priority for us. Since we werent able to resolve it in the time
communicated to you, we have already escalated it internally and we will
make sure it gets resolved at the earliest (share expected time of closure if
any). We appreciate your patience and understanding in this regard.

Sure, we will call you back in that case Sir. Would you like to share with me
a suitable time for the call back? End with - Have a good day Mr. Singh

Thank you for providing the information Mr. Singh. Request you to please
be online while I check further details.
Thank you so much for being on hold Sir.

I apologize for the inconvenience faced Mr. Singh. Rest assured, I am here
to help you.
Is there anything else I may assist you with Sir ?

Thank you for being with Airtel Sir. Your feedback make us better everyday.
Wish you a good day/great evening/ great weekend.
 Proposed Hindi Script

Good Morning/Afternoon/Evening,Mr. Singh ,Main (RM name)apke One

Airtel team se baat kar rahi hoon ,Kya main apse 2 min baat kar sakti hoon?

Kya meri baat Mr/Ms/Mrs/ Singh se ho rahi

In case account holder not available- Kya main jaan sakti hoon meri baat
kinse ho rahi hai((Schedule a call back by checking the availability of
concerned person/account holder)

Mr.Mrs.Ms. Singh, Ye call apke complaint ke regarding hai jo apne "

Date/Time" par raise kiya tha "details of complaint". Maafi chaahti hoon ki
apke resolution me delay ho raha hai. Apka complaint humare liye priority
par hai. Humne aapke issue ko apni team ko forward kar diya hai aur issey
priority pe resolve karne ki koshish kar rahe hai.
Apke patience k liye dhanyawad

Main "apke liye call back arrange kar deti/ deta hun, kya main jaan sakti
hoon ki apko call karne ka sahi samay kya rahega"End with - Airtel se
"judne ke liye"dhanyawad. Apka feedback hume behter banata hai

information provide karne k liye dhanyawad Mr.Singh. Call par bane rahiye
"taaki main apki details check kar sakoon".
Hold pe bane rahne k liye dhanyawad

Maafi chahti hoon Mr.Singh. Main apki pareshani bilkul samajh sakti hoon.
Main apki puri sahayata karungi

iske alwava aur koi jankari chahenge aap?

Airtel se "judne ke liye"dhanyawad. Apka feedback hume behter banata

hai.
 PARAMETERS

Opening

Identify the customer

Purpose of call

Exception Handling

Hold

Un-Hold

Apology

Further Assistance

Closing
 SCRIPT - Proposed

Good Morning/ Afternoon/ Evening, I am ________ your Relationship Manager calling

you from Airtel .. Is it good time to connect.

Am I speaking with Mr./Mrs/Ms ________(Customer’s Name)

In case account holder not available - "May I know whom I am talking to" (Schedule a
call back by checking the availability of concerned person/account holder)

Mr. /Mrs. / Ms._________ this call is with regards to your bill generated on (share bill
generation date) which was due on (share due date) We would like to inform you that
the same is due for payment. We hope everything is fine at your end. Request you to
kindly pay the bill sir/madam as per the same details.

In case customer is busy, please take a feasible time to call back.

Sir/Ma'am, would you like me to schedule a call back on a preferred time

May I place your call on hold to check the details/information?

Thank you for being on hold. I really appreciate your patience

I'm sorry/apologies for the inconvenience, will surely help you for the same.

Is there anything else I may assist you with ?

Thank You for being with Airtel. Your feedback makes us better everyday
 Suggested script - Validated by Brand

Good morning Mr Singh, this is XYZ, your customer service specialist from
Airtel. May I speak with you for two minutes.

Mr. Singh, this call is with regards to your One Airtel bill generated on
(share bill generation date) which was due on (share due date). We
request you to kindly make the payment to keep enjoying the services.

Sure, we will call you back in that case Sir. Would you like to share with me
a suitable time for the call back? End with - Have a good day Mr. Singh

Thank you for providing the information Mr. Singh. Request you to please
be online while I check further details.
Thank you so much for being on hold Sir.

I apologize for the inconvenience faced Mr. Singh. Rest assured, I am here
to help you.
Is there anything else I may assist you with Sir ?

Thank you for being with Airtel Sir. Your feedback make us better everyday.
Wish you a good day/great evening/ great weekend.
 Proposed Hindi Script

Good Morning/Afternoon/Evening,Mr. Singh ,Main (RM name)apke One

Airtel team se baat kar rahi hoon ,Kya main apse 2 min baat kar sakti hoon?

Kya meri baat Mr/Ms/Mrs/ Singh se ho rahi

In case account holder not available- Kya main jaan sakti hoon meri baat
kinse ho rahi hai((Schedule a call back by checking the availability of
concerned person/account holder)

Mr. Singh ye call apke one Airtel bill ke liye hai jo (share bill generation date)ko generate hua hai and due tha (share due date)

Main "apke liye call back arrange kar deti/ deta hun, kya main jaan sakti
hoon ki apko call karne ka sahi samay kya rahega"End with - Airtel se
"judne ke liye"dhanyawad. Apka feedback hume behter banata hai

information provide karne k liye dhanyawad Mr.Singh. Call par bane rahiye
"taaki main apki details check kar sakoon".
Hold pe bane rahne k liye dhanyawad

Maafi chahti hoon Mr.Singh. Main apki pareshani bilkul samajh sakti hoon.
Main apki puri sahayata karungi

iske alwava aur koi jankari chahenge aap?

Airtel se "judne ke liye"dhanyawad. Apka feedback hume behter banata

hai.
due tha (share due date). Request krti hoon ki aap sevao ko use krte rehne k liye please bill ki payment samay par kar dijiye
 PARAMETERS SCRIPT - Proposed

Good Morning/ Afternoon/ Evening, I am ________ your Relationship Manager

calling you from Airtel .. Is it good time to connect.
Opening

Am I speaking with Mr./Mrs/Ms ________(Customer’s Name)

In case account holder not available - "May I know whom I am talking to"
Identify the customer
(Schedule a call back by checking the availability of concerned person/account
holder)

Mr. /Mrs. / Ms._________ this call is with regards to your bill generated on (share
bill generation date) which was due on (share due date) We would like to inform
Purpose of call you that the same is due for payment since last (xx) days. We hope everything is
fine at your end. Request you to kindly pay the bill sir/madam as per the details to
enjoy our services without any inturruption.

In case customer is busy, please take a feasible time to call back.

Exception Handling
Sir/Ma'am, would you like me to schedule a call back on a preferred time

May I place your call on hold to check the details/information?

Hold

Un-Hold Thank you for being on hold. I really appreciate your patience

Apology I'm sorry/apologies for the inconvenience, will surely help you for the same.

Further Assistance Is there anything else I may assist you with ?

Closing Thank You for being with Airtel. Your feedback makes us better everyday
 Suggested script - Validated by Brand

Good morning Mr Singh, this is XYZ, your customer service specialist from
Airtel. May I speak with you for two minutes.

Mr. Singh, this call is with regards to your One Airtel bill generated on
(share bill generation date) which was due on (share due date). We
request you to kindly make the payment to keep enjoying the services.

Sure, we will call you back in that case Sir. Would you like to share with me
a suitable time for the call back? End with - Have a good day Mr. Singh

Thank you for providing the information Mr. Singh. Request you to please
be online while I check further details.
Thank you so much for being on hold Sir.

I apologize for the inconvenience faced Mr. Singh. Rest assured, I am here
to help you.
Is there anything else I may assist you with Sir ?

Thank you for being with Airtel Sir. Your feedback make us better everyday.
Wish you a good day/great evening/ great weekend.
 Proposed Hindi Script

Good Morning/Afternoon/Evening,Mr. Singh ,Main (RM name)apke One

Airtel team se baat kar rahi hoon ,Kya main apse 2 min baat kar sakti hoon?

Kya meri baat Mr/Ms/Mrs/ Singh se ho rahi

In case account holder not available- Kya main jaan sakti hoon meri baat
kinse ho rahi hai((Schedule a call back by checking the availability of
concerned person/account holder)

Mr. Singh ye call apke one Airtel bill ke liye hai jo (share bill generation date)ko generate hua hai and due tha (share due date)

Main "apke liye call back arrange kar deti/ deta hun, kya main jaan sakti
hoon ki apko call karne ka sahi samay kya rahega"End with - Airtel se
"judne ke liye"dhanyawad. Apka feedback hume behter banata hai

information provide karne k liye dhanyawad Mr.Singh. Call par bane rahiye
"taaki main apki details check kar sakoon".
Hold pe bane rahne k liye dhanyawad

Maafi chahti hoon Mr.Singh. Main apki pareshani bilkul samajh sakti hoon.
Main apki puri sahayata karungi

iske alwava aur koi jankari chahenge aap?

Airtel se "judne ke liye"dhanyawad. Apka feedback hume behter banata

hai.
due tha (share due date). Non-payment ki wajah se apki services band ho gayi hain. Request karti hoon due amount clear kar de taki servi
nt clear kar de taki services resume ho jae
 PARAMETERS

Opening

Identify the customer

Purpose of call

Exception Handling

Hold

Un-Hold

Apology

Further Assistance

Closing
 SCRIPT - Proposed

Good Morning/ Afternoon/ Evening, I am ________ your Relationship Manager calling

you from Airtel .. Is it good time to connect.

Am I speaking with Mr./Mrs/Ms ________(Customer’s Name)

In case account holder not available - "May I know whom I am talking to" (Schedule a
call back by checking the availability of concerned person/account holder)

Mr. /Mrs. / Ms._________ this call is with regards to your bill generated on (share bill
generation date) which was due on (share due date) We would like to inform you that
the same is due for payment since last (xx) days due to which the services on your
account has been stopped. We request you to kindly pay the same at the earliest.

In case customer is busy, please take a feasible time to call back.

Sir/Ma'am, would you like me to schedule a call back on a preferred time

May I place your call on hold to check the details/information?

Thank you for being on hold. I really appreciate your patience

I'm sorry/apologies for the inconvenience, will surely help you for the same.

Is there anything else I may assist you with ?

Thank You for being with Airtel. Your feedback makes us better everyday
 Suggested script - Validated by Brand

Good morning Mr Singh, this is XYZ, your customer service specialist from
Airtel. May I speak with you for two minutes.

Mr. Singh, this call is with regards to your One Airtel bill generated on
(share bill generation date) which was due on (share due date). We would
like to inform you that due to nonpayment, services on your account have
been stopped. Request you to please clear the due amount to resume the
services.

Sure, we will call you back in that case Sir. Would you like to share with me
a suitable time for the call back? End with - Have a good day Mr. Singh

Thank you for providing the information Mr. Singh. Request you to please
be online while I check further details.
Thank you so much for being on hold Sir.

I apologize for the inconvenience faced Mr. Singh. Rest assured, I am here
to help you.
Is there anything else I may assist you with Sir ?

Thank you for being with Airtel Sir. Your feedback make us better everyday.
Wish you a good day/great evening/ great weekend.
 Proposed Hindi Script

Good Morning/Afternoon/Evening,Mr. Singh ,Main (RM name)apke One

Airtel team se baat kar rahi hoon ,Kya main apse 2 min baat kar sakti hoon?

Kya meri baat Mr/Ms/Mrs/ Singh se ho rahi

In case account holder not available- Kya main jaan sakti hoon meri baat
kinse ho rahi hai((Schedule a call back by checking the availability of
concerned person/account holder)

Mr. Singh ye call apke one Airtel bill ke liye hai jo (share bill generation date)ko generate hua hai and due tha (share due date)

Main "apke liye call back arrange kar deti/ deta hun, kya main jaan sakti
hoon ki apko call karne ka sahi samay kya rahega"End with - Airtel se
"judne ke liye"dhanyawad. Apka feedback hume behter banata hai

information provide karne k liye dhanyawad Mr.Singh. Call par bane rahiye
"taaki main apki details check kar sakoon".
Hold pe bane rahne k liye dhanyawad

Maafi chahti hoon Mr.Singh. Main apki pareshani bilkul samajh sakti hoon.
Main apki puri sahayata karungi

iske alwava aur koi jankari chahenge aap?

Airtel se "judne ke liye"dhanyawad. Apka feedback hume behter banata

hai.
due tha (share due date). Non-payment ki wajah se apki services band ho gayi hain. Request karti hoon due amount clear kar de taki servi
nt clear kar de taki services resume ho jae
 PARAMETERS

Opening

Identify the customer

Purpose of call

Exception Handling

Hold

Un-Hold

Apology

Further Assistance

Closing
 SCRIPT - Proposed

Good Morning/ Afternoon/ Evening, I am ________ your Relationship Manager calling you
from Airtel .. Is it good time to connect.

Am I speaking with Mr./Mrs/Ms ________(Customer’s Name)

In case account holder not available - "May I know whom I am talking to" (Schedule a call
back by checking the availability of concerned person/account holder)

Mr. /Mrs. / Ms._________ this call is with regards to your request raised with us on
"Date/Time" regarding Unbundling of your OneAirtel. services. We take this opportunity to
discuss with you on the same. (Discuss the reason and share appropriate Retention Tool.

In case customer is busy, please take a feasible time to call back.

Sir/Ma'am, would you like me to schedule a call back on a preferred time

May I place your call on hold to check the details/information?

Thank you for being on hold. I really appreciate your patience

I'm sorry/apologies for the inconvenience, will surely help you for the same.

Is there anything else I may assist you with ?

Thank You for being with Airtel. Your feedback makes us better everyday
 Suggested script - Validated by Brand

Good morning Mr Singh, this is XYZ, your customer service specialist from
Airtel. May I speak with you for two minutes.

Mr. /Mrs. / Ms._________ this call is with regards to your request raised
with us on "Date/Time" regarding Unbundling of your One Airtel services.
Sir, I would like to discuss with you the same in detail. (Discuss the reason
and share appropriate Retention Tool.)

Sure, we will call you back in that case Sir. Would you like to share with me
a suitable time for the call back? End with - Have a good day Mr. Singh

Thank you for providing the information Mr. Singh. Request you to please
be online while I check further details.
Thank you so much for being on hold Sir.

I apologize for the inconvenience faced Mr. Singh. Rest assured, I am here
to help you.
Is there anything else I may assist you with Sir ?

Thank you for being with Airtel Sir. Your feedback make us better everyday.
Wish you a good day/great evening/ great weekend.
 Pruposed Hindi Scripts

Good Morning/Afternoon/Evening,Mr. Singh ,Main (RM name)apke One

Airtel team se baat kar rahi hoon ,Kya main apse 2 min baat kar sakti hoon?

Kya meri baat Mr/Ms/Mrs/ Singh se ho rahi

In case account holder not available- Kya main jaan sakti hoon meri baat
kinse ho rahi hai((Schedule a call back by checking the availability of
concerned person/account holder)

Mr. /Mrs. / Ms. Singh, ye call apke Airtel services k unbundling request ke
regarding hai jo apne "Date/Time" par raise kiya tha. Sir, main apse ye
detail me discuss karna chahti hoon.(Discuss the reason and share
appropriate Retention Tool.)

Main "apke liye call back arrange kar deti/ deta hun, kya main jaan sakti
hoon ki apko call karne ka sahi samay kya rahega"End with - Airtel se
"judne ke liye"dhanyawad. Apka feedback hume behter banata hai

information provide karne k liye dhanyawad Mr.Singh. Call par bane rahiye
"taaki main apki details check kar sakoon".
Hold pe bane rahne k liye dhanyawad

Maafi chahti hoon Mr.Singh. Main apki pareshani bilkul samajh sakti hoon.
Main apki puri sahayata karungi

iske alwava aur koi jankari chahenge aap?

Airtel se "judne ke liye"dhanyawad. Apka feedback hume behter banata

hai.