Lyle Isaac L. Illaga Ms.

Mary Ann Autida

BSA 1_2 EP 1

Sample Call Center Script

Narrator: There are two people in this call center conversation. The agent is an
American while the client is a Cebuano.
Agent: Thank you for calling Helpful Technical Support. My name is Michael. How can I
assist you today?
Customer: Hi Michael, I'm having a problem with my computer. It won't connect to the
internet, and I've tried everything I can think of.
Agent: I'm here to help, and I appreciate your patience. I'll do my best to assist you with
this issue. May I have your name, please?
Customer: Sure, my name is David.
Agent: Thank you, David. Let's start by troubleshooting this issue step by step. First, I'd
like you to check if your modem and router are powered on and functioning correctly.
Are the lights on your modem and router steady or blinking?
Customer: The lights on both are on and steady.
Agent: Great! That's a good sign. Next, please check if other devices in your home can
connect to the internet. This will help us determine if the issue is isolated to your
computer.
Customer: My phone and tablet can connect just fine.
Agent: Thanks for checking, David. It seems the issue is with your computer
specifically. Let's continue troubleshooting. Can you please check if your computer's Wi-
Fi or Ethernet cable is securely connected?
Customer: I've checked, and everything is connected properly.
Agent: Perfect. Now, let's refresh your network settings. If you're on Wi-Fi, please forget
your Wi-Fi network and then reconnect. If you're using an Ethernet cable, try a different
port on your router if available.
(While the customer follows these steps, the agent maintains a helpful tone and
provides guidance.)
Customer: I've reconnected to my Wi-Fi network, but I still can't access the internet.
Agent: I appreciate your efforts, David. Let's try flushing your DNS cache. This can
sometimes resolve connection issues. Open the command prompt as an administrator
and type "ipconfig /flushdns" without quotes, then press Enter.
(While the customer performs this step, the agent ensures clarity in instructions.)
Customer: I've flushed the DNS cache, but I'm still not able to connect to the internet.
Agent: Thank you for trying that. Let's rule out any potential software conflicts. Please
restart your computer in Safe Mode with Networking and see if you can connect to the
internet in that mode.
(Instructions are provided for restarting in Safe Mode with Networking.)
Customer: I can access the internet in Safe Mode with Networking. What does that
mean?
Agent: Good to know, David. It suggests that a third-party software or driver may be
causing the issue. Let's identify the culprit. Try disabling your antivirus and firewall
temporarily and see if that allows you to connect in normal mode.
(While the customer performs this step, the agent offers guidance.)
Customer: I've disabled my antivirus and firewall, and now I can connect to the internet.
What should I do next?
Agent: Thank you for your patience, David. It appears that your antivirus or firewall
settings were causing the issue. You can now try re-enabling them one by one and
checking if the problem returns. If it does, you may need to adjust the settings or contact
the software vendor for assistance.
Customer: Alright, I'll do that. Thanks for your help, Michael!
Agent: You're welcome, David! If you have any more questions or encounter further
issues, don't hesitate to reach out to us. Have a great day, and feel free to call us
anytime. Goodbye!
NAME: ILLAGA, LYLE ISAAC L. INSTRUCTOR: MS. MARY ANN AUTIDA
PROGRAM/YEAR: BSA – 1-2 DATE: NOVEMBER 16, 2023
SUBJECT: EP 1

Sample Call Center Script

Narrator: There are two people in this call center conversation. The agent is an
American while the client is a Cebuano.
Agent: Thank you for calling Helpful Technical Support. My name is Michael. How can I
assist you today?
Customer: Hi Michael, I'm having a problem with my computer. It won't connect to the
internet, and I've tried everything I can think of.
Agent: I'm here to help, and I appreciate your patience. Let's get started. To better
assist you, may I have your last name, please?
Customer: Of course, it's Panganiban.
Agent: Thank you, Mr. Panganiban. Let's start troubleshooting this issue step by step.
First, I'd like you to check if your modem and router are powered on and functioning
correctly. Take a look at the lights on both devices. Are they steady or blinking?
Customer: The lights on both the modem and router are on and steady.
Agent: That's a good sign. Next, please check if other devices in your home can
connect to the internet. This will help us determine if the issue is isolated to your
computer.
Customer: My phone and tablet can connect just fine.
Agent: Thank you for checking, Mr. Panganiban. It seems the issue is with your
computer specifically. Let's continue troubleshooting. Can you please check if your
computer's Wi-Fi or Ethernet cable is securely connected?
Customer: I've just double-checked, and everything is connected properly.
Agent: Perfect. Now, let's refresh your network settings. If you're on Wi-Fi, please forget
your Wi-Fi network and then reconnect. If you're using an Ethernet cable, try a different
port on your router if available.
Narrator: Customer follows these steps, and the agent provides guidance.
Customer: I've reconnected to my Wi-Fi network, but I still can't access the internet.
Agent: Thank you for trying that, Mr. Panganiban. Let's try flushing your DNS cache,
which can sometimes resolve connection issues. Open the command prompt as an
administrator and type the certain code, then press Enter.
Narrator: Customer performs this step, and the agent ensures clarity in instructions.
Customer: I've flushed the DNS cache, but I'm still not able to connect to the internet.
Agent: Thank you for your patience. Let's rule out any potential software conflicts.
Please restart your computer in Safe Mode with Networking and see if you can connect
to the internet in that mode.
Narrator: Instructions are provided for restarting in Safe Mode with Networking.
Customer: I can access the internet in Safe Mode with Networking. What does that
mean?
Agent: Good to know, Mr. Panganiban. It suggests that a third-party software or driver
may be causing the issue. Let's identify the culprit. Try disabling your antivirus and
firewall temporarily and see if that allows you to connect in normal mode.
Narrator: Customer performs this step, and the agent offers guidance.
Customer: I've disabled my antivirus and firewall, and now I can connect to the internet.
What should I do next?
Agent: Thank you for your cooperation. It appears that your antivirus or firewall settings
were causing the issue. You can now try re-enabling them one by one and checking if
the problem returns. If it does, you may need to adjust the settings or contact the
software vendor for assistance.
Customer: Alright, I'll do that. Thanks for your help, Michael!
Agent: You're welcome, Mr. Panganiban! If you have any more questions or encounter
further issues, don't hesitate to reach out to us. Have a great day, and feel free to call us
anytime.
Customer: Goodbye!
Agent: Goodbye!
Narrator: The call ends.