Mock Call Sample Recording With Call Flow Guide: PART 1

Summary

In 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.