Mock Call Sample Recording With Call Flow Guide: PART 1

Kwestyon

18 Jul 202016:32

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

00:00

🎥 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.

05:03

📞 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.

10:05

📝 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.

15:05

🔍 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

A 'Mock Call' is a simulated phone conversation used for training purposes, where one person acts as a customer service agent and another as a customer. In the video, Sheena conducts a mock call to demonstrate how to handle a customer complaint about a billing issue. This exercise is essential for training call center agents to respond effectively and professionally to customer inquiries.

💡Call Center Agent

A 'Call Center Agent' is an individual who manages incoming and outgoing calls for a company, providing customer service and support. In the script, Sheena plays the role of a call center agent named Candace, who assists a customer with a billing discrepancy, showcasing the role's responsibilities and interactions with customers.

💡Call Flow

The 'Call Flow' refers to the sequence of actions and dialogue that occurs during a phone call, particularly in a customer service context. The video outlines a seven-step call flow that includes opening the call, empathizing, confirming the account, probing, resolving the issue, offering additional assistance, and closing the call. This structured approach ensures that all aspects of customer service are addressed.

💡Empathy

Empathy in a customer service context involves understanding and sharing the feelings of the customer, often to validate their concerns. Although not explicitly required in the mock call, the concept is mentioned as a potential step in the call flow. For example, if a customer is genuinely upset, an agent might say, 'I'm sorry to hear about your issue,' demonstrating empathy.

💡Assurance

Assurance is a step in the call flow where the agent assures the customer that their concern will be addressed. In the script, Candace assures the customer by saying, 'I'll be happy to pull up your account now and check the billing details for you,' which reassures the customer that their issue is being taken seriously.

💡Account Confirmation

Account Confirmation is a critical step in the call flow where the agent verifies the customer's identity by asking for account details. In the video, Candace asks for the customer's account number and full name to ensure that she is speaking with the account holder, which is crucial for security and accuracy.

💡Probing Questions

Probing Questions are inquiries made by the agent to gain clarity or additional information about the customer's issue. In the script, Candace probes by asking for the specific month and year of the billing issue, ensuring that she has the correct information before addressing the customer's concern.

💡Resolution

Resolution in a call flow is the step where the agent provides a solution to the customer's problem or answers their question. In the video, the resolution comes when Candace informs the customer that there was no overcharge for the specified month, thus resolving the customer's concern.

💡Additional Assistance

Offering 'Additional Assistance' is a step in the call flow where the agent asks if there is anything else they can help with, demonstrating a willingness to provide further support. Candace offers additional assistance by asking, 'Is there anything else that I can help you with today?' This step is important for customer satisfaction.

💡Closing the Call

Closing the Call is the final step in the call flow where the agent formally ends the conversation with the customer. Candace closes the call by saying, 'Thank you for calling Power Up Company, have a good day,' which is a polite and professional way to conclude the interaction.

💡Customer Service

Customer Service refers to the assistance and support provided to customers before, during, and after their purchase or use of a product or service. The entire video is centered around the theme of customer service, as Sheena demonstrates how to handle a customer call professionally and effectively, which is a core aspect of providing good 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.