Agents practise the calls that make or break loyalty, with a customer who interrupts, repeats himself and hangs up if he is not heard. The goal is to fix it and keep the relationship.
Illustrations, not a catalogue. Your own calls are written from your product, your customers and your playbook.
The customer has been charged twice, noticed it on payday, and opens with a raised voice. He does not want an apology script.
What the customer is hiding
He has already drafted a post about it and is waiting to see how this call goes.
Fourth transfer, fourth time explaining the same problem. She starts by asking for the agent’s name and a supervisor.
What the customer is hiding
The fix is simple, but no one has asked for the one detail that unlocks it.
A formal complaint has already gone one level up. The customer is calm, precise and taking notes.
What the customer is hiding
What he wants is an acknowledgement in writing, more than the refund itself.
We load the skills your managers already assess, with your weights. Every call is marked against them, and every point links back to the moment in the conversation.
If I move the full forty-two lakh, what happens to my overdraft?
Sorry, the line went. As I was asking, the overdraft. It is tied to my account here, no?
Drawn from a sample call in the product.
We read your support playbook and escalation rules
We build calls for anger, escalations and saves
We go live in about 15 days and your agents practise
15 days of video support after go-live
99 languages, many accents and many voices. Each rep picks the language, accent and voice, or you fix them on an assignment.
Let them rehearse it first. We will build it around your own calls.