Mock Call Sample Recording With Call Flow Guide: PART 1
Summary
TLDRIn this engaging video, Sheena demonstrates a mock call simulation, acting as a call center agent assisting a customer with a billing inquiry. Sheena outlines the seven essential steps for call center agents when assisting customers over the phone, including opening the call, empathizing or assuring, confirming the account, probing for details, solving the problem, offering additional assistance, and closing the call. The video aims to help viewers, especially those new to call center work, understand the call flow and improve their customer service skills.
Takeaways
- 🎥 The video is a mock call simulation featuring Sheena acting as a call center agent and a customer.
- 📞 The mock call scenario involves a customer named Joan who believes she's been overcharged by the company.
- 🔍 The agent, Candace, checks the customer's account and finds no evidence of overcharging for the current year.
- 🗒️ Joan realizes her mistake, having confused a past bill from 2019 with the current year's charges.
- 🤝 The agent assures the customer that it's not a problem and offers further assistance.
- 📈 The video outlines a seven-step process for handling customer calls effectively.
- 📢 The steps include opening the call, empathizing or assuring, confirming the account, probing, resolving, offering additional assistance, and closing the call.
- 👂 Emphasizes the importance of probing only when necessary to gain clarity and not to assume understanding.
- 💡 Highlights the significance of offering additional assistance to show the customer they are valued and heard.
- 📚 The video aims to educate viewers on call center best practices and prepare them for real-world scenarios.
Q & A
What is the main purpose of the video presented by Sheena?
-The main purpose of the video is to demonstrate a mock call simulation where Sheena acts as a call center agent, and to discuss the call flow and seven steps necessary for assisting customers over the phone.
What is the role of Sheena in the mock call?
-Sheena plays the role of a call center agent named Candace in the mock call.
What issue does the customer, Joan, initially present in the mock call?
-Joan claims that she has been overcharged, as her subscription bill shows a charge of $33 instead of the flat rate of $30 per month.
How does Candace, the agent, initially respond to Joan's complaint about the billing issue?
-Candace assures Joan that she will check the billing details and asks for Joan's account number and full name to pull up her account.
What is the resolution to the billing issue presented in the mock call?
-Upon checking, Candace finds that there was no overcharge and that Joan was mistakenly looking at an old bill from the previous year.
What are the seven steps Sheena discusses for assisting customers over the phone?
-The seven steps are: 1) Open the call, 2) Empathize or assure, 3) Confirm the account, 4) Probe or ask relevant questions, 5) Solve the problem or answer the question, 6) Offer additional assistance, and 7) Close the call.
Why is it important to confirm the account when assisting a customer?
-Confirming the account is crucial for security purposes to ensure that the person on the line is the account owner.
When is probing or asking relevant questions necessary in a call?
-Probing is necessary when the agent does not fully understand the customer's concern or requires more information to address the issue.
What is the significance of offering additional assistance at the end of a call?
-Offering additional assistance signifies to the customer that the agent is willing to help with any other concerns, making the customer feel heard and valued.
How does Sheena plan to help viewers improve their call handling skills through her videos?
-Sheena plans to upload 10 to 15 videos of mock calls with different scenarios and customer personalities to provide a realistic experience and foundation for call handling skills.
Outlines
🎥 Introduction to Mock Call Simulation
In the first paragraph, Sheena introduces her channel and the concept of a mock call simulation. She explains that she will role-play as a call center agent, interacting with a customer to demonstrate how to handle customer service calls effectively. Sheena also mentions her intention to discuss the call flow and seven essential steps for assisting customers over the phone. To set the scene, she dons a headset and uses a microphone to simulate the call center environment, despite the noise from her neighborhood.
📞 Mock Call Demonstration
The second paragraph details a mock call between Sheena, acting as agent 'Candace', and a customer named Joan. The customer complains about being overcharged, with a bill showing $33 instead of the expected flat rate of $30. Candace checks the account and reassures Joan that only a $30 charge appears for the month. After further probing, it's revealed that Joan was mistakenly referring to an old bill from the previous year. The call ends with Candace offering further assistance and closing the call politely.
📝 Discussing the Seven-Step Call Flow
In the third paragraph, Sheena transitions from the mock call to a discussion on the seven-step call flow, which she believes is more intuitive than the traditional five-step model. She outlines the steps: opening the call, empathizing or assuring, confirming the account, probing with relevant questions, solving the problem or answering the question, offering additional assistance, and closing the call. Sheena emphasizes the importance of each step, particularly confirming the account for security and offering additional help to ensure customer satisfaction.
🔍 Deep Dive into Call Handling Techniques
The fourth paragraph delves deeper into the nuances of call handling. Sheena explains the difference between empathy, apology, and assurance, and when to use each. She stresses the importance of probing only when necessary to avoid unnecessary questions and ensure efficient communication. She also highlights the need to solve the customer's issue or answer their question accurately and promptly. The paragraph concludes with a reminder of the significance of each step in the call flow for providing excellent customer service.
🚀 Upcoming Mock Call Scenarios
In the final paragraph, Sheena announces her plans to create more mock call videos with varying levels of complexity and customer personalities. Her goal is to prepare viewers for real-world call center scenarios and enhance their call handling skills. She invites viewers to subscribe to her channel for upcoming content and encourages them to like and subscribe to support her work.
Mindmap
Keywords
💡Mock Call
💡Call Center Agent
💡Call Flow
💡Empathy
💡Assurance
💡Account Confirmation
💡Probing Questions
💡Resolution
💡Additional Assistance
💡Closing the Call
💡Customer Service
Highlights
Introduction of a mock call simulation by Sheena to demonstrate call center agent/customer interaction.
Emphasis on the importance of understanding the call flow and seven steps for assisting customers over the phone.
Description of Sheena's setup to mimic a realistic call center environment.
The mock call begins with a customer complaint about an overcharge on their bill.
Sheena, as the agent, assures the customer and offers to check the account for billing discrepancies.
The customer provides account details, and the agent confirms them for security purposes.
Agent probes for clarity by asking the customer to confirm the month and year of the billing issue.
The agent checks the account and finds no overcharge for the specified month, suggesting a potential misunderstanding by the customer.
The customer realizes the mistake and apologizes for the confusion, highlighting the importance of effective communication.
Sheena explains the difference between empathy, apology, and assurance in customer service scenarios.
The seven steps of call handling are outlined: opening the call, empathizing/assuring, confirming the account, probing, solving the problem, offering additional assistance, and closing the call.
The importance of confirming the account to ensure the caller is the account owner is emphasized.
Sheena discusses the necessity of probing only when needed for clarity and not to overcomplicate simple inquiries.
The resolution of the customer's issue is demonstrated through clear communication and problem-solving.
Offering additional assistance is highlighted as a key step to ensure customer satisfaction.
Closing the call is presented as a courteous and professional way to end the interaction.
Sheena announces plans for future videos with more complex scenarios to help viewers improve their call handling skills.
Transcripts
hi guys welcome back to my channel
i'm sheena and in today's video i'm
super excited because
i'm going to do a mock call or a call
simulation
and that means that i'm going to act as
the call center agent and somebody on
the other end of the line
is going to act as my customer
and by the end of this mock call i'm
also going to be discussing the call
flow
and the seven steps that you need to do
when you're assisting customers over the
phone
so let's begin okay so
i already have my headset on although
i'm gonna be using this microphone
because it will cancel out the
noise from my neighborhood the cats and
the dogs and my
neighbors singing but i'm gonna wear
this headset just to
feel the call center agent vibe thing
going on okay let's begin
hi thank you for calling power up
company this is candace how may i help
you
hi candice so i'm calling because
you guys overcharged me um
my subscription to you guys is supposed
to be a flat rate
30 dollar per month but for some reason
i am seeing 33 on my paper bill
for the month of july so i don't know
what's going on
i would really appreciate an explanation
on this
sure i'll be happy to pull up your
account now and check the billing
details for you
can i have your account number together
with your first and last name
sure it's one two three four five
and my full name is joan
williams williams thank you
joan just give me a few seconds to pull
up your account
it was for the month of july this year
right july
2020 that's right
okay let me see that
okay i have your account pulled up now
and
i'm only seeing a 30 charge for the
month of july this year
could you recheck your bill and review
the amount
no that can't be right i am literally
holding my bill right now
and it says july and it says
33 dollars in big bald letters
so maybe the charge was moved to june or
august
i don't know all i know is that you're
overcharging me
and it's written on my paper bill
yes joan i also checked your other
month's charges this year from
january to july 2020 and all of these
months
you were only charged 30 let me just
check further though your last year
oh although i i am seeing a 33
charge here but this was way back last
year on july
2019 would you mind checking the the
year of the billing paper you're holding
right now
oh oh my god candace
i'm so so sorry to have wasted your time
i really thought this was a recent bill
no don't worry about it joan you're fine
this bill
was literally on my table this morning i
must have dropped it when i was throwing
garbage this morning
so embarrassing my bad oh no problem
it happens i mean it happens to all of
us you know
[Laughter]
i know right anyway candace i won't
waste any more of your time and thank
you so much for your patience
you're welcome joan is there anything
else that i can help you with today
maybe
no that's all candice i won't waste any
more of your time
have a good one have a good one joan
thank you for calling power up bye
bye candice
okay that was done huh
all right guys so that was the mock call
as you probably noticed that was very
short
and simple and i did that on purpose
because in this video
i am going to discuss the call flow
or the seven steps that you need to do
when you're answering or assisting
customers over the phone
okay so basically there are like five
sequence in
a call flow there's the opening there is
the probing or asking questions
and there's the research and then
there's the resolution and then
closing the call that's number five but
instead of discussing those five i
am going to discuss the seven steps
that you need to do when assisting
customers over the phone i think this is
easier to understand because
these are verbs so these are
instructions so
let's say for example that you're lost
you're just
you feel lost and you don't know what to
do during a call
you just refer back to this guide and
the guide will tell you
where you are during your call and what
to do next
so think of this as your map when you're
in a mock call or when you're talking to
a real customer for that matter
yeah so let's begin so the first step is
open the call how do you properly
open a call so first you have to
state a greeting you just have to say hi
hello or good morning
and then thank you for calling
the company's brand name and then
you have to state your first name so
that the customer
can address you properly and then how
may i help you
so in this call it was hi
thank you for calling power up company
this is candace
how may i help you that's all you have
to do
now depending on the company the how may
i help you could
vary sometimes it could be hi
thank you for calling this company
this is candice how can i make your day
better
and it really depends on the company
maybe they want to customize their
opening call and
that's fine too but how may i help you
is pretty much
the standard you can never go wrong with
it so you're fine
okay so that is the opening now let's go
to empathize
or assure or both i just said
sure i'll be happy to pull up your
account now and check the billing
details for you
so that is like a one sentence
assurance that i will i am going to help
her
did i have to empathize no let me just
insert this here
and explain the difference between
empathy
apology and assurance so
when do you empathize you empathize when
you're saying sorry for the customer
but it's not necessarily your company's
fault for example you're saying
oh i'm so sorry to hear that that must
be really hard for you
that is empathy but what if it
is your company's fault that the
customer is experiencing an issue
in that case you need to apologize to
the customer
you just have to say i apologize for
this inconvenience
that is apology that is owning up to
your mistakes
you obviously you don't want to
apologize when
it's not clear or you're not sure or
it's just plainly
not your company's fault that would be
owning up to a mistake that
you didn't commit that would be bad
because the customer would think that
it is your duty to fix that even if it's
not your company's fault
and then we have assurance
this is applicable when the customer is
only asking for
an information she just wants an answer
not much emotion involved from the
customer
and this is the case in this mock call
the customer was just
asking a question and she just wanted
her question
answered if there's any emotion it was a
little bit of confusion but in the end
it was her fault so in this call
assurance was
enough i did not have to empathize
and certainly not apologize next number
three
number three is confirm the account
confirming the account of a customer is
very
important you don't want to miss this
you
don't want to forget this if you don't
want your
grade your mock call score to be
deducted
this is very important for security
purposes because
you really want to make sure that the
person you're talking to
is the owner of the account and so you
should never never forget this
now obviously there are situations when
you don't have to confirm the customers
account and that is
if the customer doesn't have an account
with the company but in this call the
company
the customer actually had an account
with the company so in this case
i asked the customer to confirm her
account
and so i asked her about her account
number
her first and last name step number four
is probe
or ask relevant questions if applicable
probing guys is when you ask a customer
a question in order to gain clarity of
her situation of her
question of her concern and in this call
i asked her
it was in the month of july this year
right july 2020
and that in itself is an example of a
probing question
because um when she said
july at the start of the call she didn't
really say 2020.
and me i didn't want to assume
i really need to make sure that she's
talking about the correct
year and correct month then i ask her
whether or not she's talking about july
2020
and so she said yes so that was probing
also guys i also want to remind you that
probing
in some situation is not necessary
because pro you only probe you only ask
questions
when you don't fully understand what the
customer
is asking when you don't fully
understand her
her concern when you need more
information
that is a time when when you need to
probe
but there are situations when the
customer's concern is really just
one simple sentence and you can just
answer it
right away then you don't have to ask
questions
you only need to ask questions when you
don't understand
fully the customer's question or
situation
or you need more information but if you
already understand what the customer is
asking 100
you don't need to ask those questions
usually when i when i call some call
centers
and i ask them a really simple question
like okay how much is the cost for this
and then the agents ask a probing
question
and ask me back okay just to clarify
ma'am
you want to know the price of this
package
but in that case you don't really need
to ask a question
you don't really need to ask the
customer the question because you
already know it's very simple
you just have to answer right away and
yeah and this this is one of the
those cases when you don't really need
to probe all the time
probing you you only need to do probing
you only need to ask questions
when you don't know all the information
that's it okay so step number five
is solve the problem or answer
the question self-explanatory
this is where you answer the customer's
question
after gathering all the information this
is where you give her the answer or if
the customer has a problem this is where
you give her
the solution or if the solution she is
asking for is not possible then you can
just give her an alternative
resolution so the resolution part during
the call
was when i told the customer that there
was no
33 charge
on the month of july 2020. this is the
part where i informed the customer and i
was able to answer her
question so this is the resolution part
and then the step number six is offer
additional assistance
this is very easy this is just a one
simple sentence
but if you miss this um you will miss
points as well i was a qa before for two
years
and every time an agent
forgets to offer additional assistance
then
it's a minus 10. that's big that's a
substantial deduction
so you don't want to forget this it's
very simple you just have to say
is there anything else that i can help
you with today and there it is
you earn 10 points the importance of
offering additional assistance is that
you're basically telling the customer
that hey i
am here and i'm willing to help you if
they have any other concern
it makes the customer feel heard and
feel that she matters to the company
and that's only one sentence but it's
very important in customer service
is there anything else that i can help
you with today very good
very important don't forget it and the
number seven and the last part of the
call
is to close the call to close the call
you just have to say
thank you for calling company name
and have a good day that's it done
okay guys so i am done with a mock call
i am done with the call flow
in my next video of mock calls i am
going
to make the customers a little bit more
difficult
their situations and problems a little
bit more complicated
and the call a little bit longer because
my goal for making these videos of mock
calls is to expose you to different
scenarios
to different personalities of customers
so you will basically have
a realistic experience of how it is
really
to answer calls over the phone you
probably also noticed that i did a
little bit of edit with my voice
the customer that was actually my voice
the customer's voice was actually mine
i just edited a bit to make it sound
more different from my voice i
also edited and i also edited it to make
sure that it sounds like the customer is
talking through the telephone because it
will help you guys it will help you once
you're in the floor and you're
handling a mock call or an actual call
from a customer
you're gonna get used to it and you're
not gonna be as anxious as you would be
then when it's your first time hearing
that kind of
setting and if you just got hired or you
have no calls and experience
and you want to pass your call center
training maybe you already passed your
call center interview and you just
really want to improve your call call
handling skills
subscribe to my channel because i
am going to be uploading around maybe
10 to 15 videos of mock calls different
situations different scenarios different
customers
different complexities of problems so
pretty much by the end of these videos
you should
you should have a good foundation of
course call handling
skills so make sure to subscribe to my
channel
click the subscribe button below and
don't forget to like this video
and subscribe that's all guys okay bye
i'm hungry
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