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Opening Script:
Don'ts:
Don't interrupt a caller in mid-sentence to put her on
hold. Wait for a pause in the conversation.
Never put someone on hold without announcing
you'll be doing so. Ask rather than just telling.
Don't put a person on hold multiple times in one call.
Don't leave the caller holding for more than two
minutes without checking in.
Hold Procedure
(Script to be followed)
“<Customer’s name> May I place the call on hold
for 2 mins while I check with my internal
resources.”
Rate of Speech
Pitch/Depth of the Voice
Pause
Power
Volume
Emphasis
Inflection
Remote Disclaimer
Remote Disclaimer must be used before setting up any remote
session via AnyDesk / Teamviewer.
English:
Before I start the remote session, I would request you to remain in front
of your PC for the entire duration. Please close any confidential
information that you don’t want me to access. Also feel free to
disconnect at any time.
Hindi:
Remote session shuru karne se pehle main aapse binti karta/karti hoon
ki aap poora samay apne PC ke saamne bane rahein. Confidential data
bandh kar dein. Aur aap kisi bhi samay session band kar sakte hain.
Call flow to be followed
Use the opening script
Verify the Customer’s name and his email ID
Purpose of the call
Probe and Start with the Pitch for the day
Rapport building
KYC detail collection
Offer a Demo
Remote Disclaimer if remote session is acceptable
Education and Running Offers (if any)
Additional Assistance
Call Closing script