MOCK CALL SCRIPT

KNOWLEDGE BASE

Situation: A customer is calling about receiving a wrong phone bill.

Customer’s Profile: Female, age is 25 years old, a bit frustrated.

Goal: Answers customers’ concern in timely manner and pacify her feelings.

1. AGENT: Thank you for calling ABC Company. May name is Ashley. How may I help you today?

CUSTOMER: I am calling because I think I received a wrong bill. I just paid my phone bill two days ago and my payment did
not reflect on my bill. I don’t know what’s happening with your company. And I don’t want to waste my money and time
because of your mistakes.

2. AGENT: We’re sorry for the inconvenience, Ma’am. I understand how you feel and If I were on your shoe I would also
feel the same way. But don’t worry since you got me on the line, I would be happy to help you with your concern. Can I
have your account number, please?

CUSTOMER: Okay, 5340036548

3. AGENT: Thank you. For verification purposes, may I get your full name and birthdate?

CUSTOMER: Maegan Simpson, April 10, 1997. And the account is under my name.

AGENT: Thank you, Maegan for the information. Just to confirm, your account number is 5340036548. Your full name is
Maegan Simpson, and birthdate is April 10, 1997. Did I get it right?

CUSTOMER: Yes.

4. AGENT: Can I put you on hold within 2-3 minutes for me to check your information on our system and for me to find out
what happen on your account?

CUSTOMER: Okay, but make sure when you come back you have the answer to my concern because I’m at work now.

AGENT: Thank you, Maegan. Don’t worry I will do my best to help you. Please stay on the line.

(ON HOLD)

(AFTER 2 MINUTES)
5. AGENT: Thank you for waiting on the line, Maegan. Good news, as per checking our system’s data, you did pay your bill
last August 12, 2022 which was two days ago in one of our affiliated payment centers and currently have 0 balance.
However, the bill that you received was generated a week before you made the payment that’s why your payment had not
reflected. Please simply disregard the amount in the bill and continue enjoying our services. Don’t worry Maegan we will
make sure this will not happen again.

CUSTOMER: Thanks, God. I’m happy to know that. Why did I receive the bill late?

6. AGENT: Again, we are sorry for that. Delays in the bill is usually caused by delays in our courier services. For a more
updated bill of your account, you can visit our website ABCcompany.com and log in to your account. You can check your
updated bill on the website and also for some updates about our system.

CUSTOMER: Okay, I will. I think that’s better.

7. AGENT: Is there anything that I can help you with?

CUSTOMER: None, thanks a lot you have been a great help.

AGENT: I’m happy to hear that Meagan.

AGENT: Once again my name is Ashley and thank you for calling ABC Company. Goodbye.
CALL CENTER MOCK CALLS SCRIPT SAMPLE – (BALANCE ACCOUNT)

1. Situation: A customer is calling about her account balance.

Customer's Profile: Female, Age is 25-30yrs old, calm.

Goal: Answer customers’ inquiry in a timely manner.

Agent: It's a good day today at Bank of Wealth, my name is Heather, how can I help
you?

Customer: I would like to know my remaining money in my account.

Agent: I'll be glad to help you in checking your remaining money in your account. May
I please get your Bank Account number and the Name on the Account?

Customer: Sure, it's Tracy Randall, account number is 16031254312252133.

Agent: Just to verify, your account number is 16031254312252133 and the name
under the account is Tracy Randall. Did I get it right?

Customer: Yes, that’s right.

Agent: Thank you, let me just check on it. Ok, can you please, verify the last four
numbers of your National ID?

Customer: It is 1440

Agent: Thank you so much, Tracy. You still have 80 dollars and 13 cents in your
account. Is there anything else that I could assist you with?

Customer: Yes, If I transfer it to my bank account in Lloyds of London, how long will
it take?

Agent: If we do the transaction over the phone or online, our team will still contact
you for verification prior sending your money to a different bank. The whole process
usually just takes 2-3 days.

Customer: Oh, I see, never mind, I'll just do it after the holidays. Thanks for your help,
Heather!

Agent: You are very much welcome, Tracy! Again my name is Heather and thank you
for calling Bank of Wealth. Good Bye!
---------------------------------------------------------------------------------------------------------------------------------------
let’s try this situation…
CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - RETENTION / SERVICE CANCELLATION

Situation: A customer is calling about her Internet Service. The Customer is very upset because, Technical
Support can't replace her modem. Her DSL Modem/Router is already out of warranty. And, claims he can't
afford modem and he'll just change to a different Internet Service Provider.
Customer's Profile: Female, Age is 75 years old, and very irate.
Goal: Pacify the irate caller, and save the customer from cancelling her Internet Service.
______________________________________________________________________________________
Agent: Thank you for choosing, Rocket Speed Internet. My name is TAYLOR. How can I make you a Very
Satisfied Customer today?!
Customer: I was speaking a while ago with Jerry, and he says that my modem is malfunctioning.
Unfortunately, I'm a retired teacher, and I can't really afford paying for a new modem. So, I would rather
just cancel my Internet Service, and try my luck with a different Internet Service Provider!
Agent: Oh, I'm so sorry to hear about that Ma'm. Don't worry, I'm here to help you out on that . Let me see
what I could do for you, let's start first by verifying your account number, is that OK with you?!
Customer: I already gave my number to the previous agent, but, here it is again, for the nth time. 860995-
****, my name is Deborah Brown.
Agent: Thank you Ms. Brown, so, that is 860-995-****, is that correct?
Customer: Yes. And, if you will ask, that's also my call back number.
Agent: May I please verify the last four number of your Social Security Number?
Customer: It is ****.
Agent: Thank you so much Ms. Brown. Can I put your call on hold for 2-3 minutes for me to check your
account and provide you my very best help?
Customer: Don’t put me on hold, I will just wait while you are checking with whatever information there.
Agent: Okay, Ms., Brown. Thank you so much and please stay on the line.
Agent: Thank you so much for waiting on the line Ms. Brown. Upon checking, I believe that you've been with
Rocket Speed Internet for quite a while now. And, honestly, we don't really wanna lose customers just
because of a bad modem. Here's how I can help you...
Customer: You see, If you check your records, I've been actually calling you almost every other day for the
past few weeks. You guys, just wasted my time, and I can't believe that I'm still with you folks!
Agent: Deborah, I understand your situation, and I would feel the same way if I'm in your situation. So,
please, calm down, and stop yelling at me. Let me tell you what I could do for you, OK? Just give me a
minute...
Customer: I'm so sorry, I'm not really taking it on you, and am not trying to be a difficult customer. It's just
that I've had so much stress, more than I can actually imagine. But, please, go on.
Agent: OK, here's what I could offer you. Since, you've been with Rocket Speed Internet for more than 5
years now. I'm gonna get you a free modem, with Wireless capability, absolutely, free of charge! And, I'll
place the order now, for an overnight shipping. So, that means, you'll get the free modem by tomorrow.
Customer: Wow, that's actually great! Thank you so much!
Agent: And, also, I'll sign you up for a FREE 6-month trial Speed Upgrade. So, from your old package,
instead of getting max of 3 Mbps, you should now get 6 Mbps of speed. After 6 months, you could still have it
for an additional 5$ a month, or, if you are not satisfied, you could just simply downgrade your plan, back to
the old package.
Customer: That's actually a pretty good deal. I can't ask for more. I guess, I'll be staying with you guys for a
very long time, and I would be glad to recommend you to all of my friends!

Agent: Well, I'm so glad to hear it from you. Do you have a pen and paper, so you can write down your order
number?
Customer: Ok, I have it.
Agent: Your Free Modem Replacement Order Number is FX893-7873. You'll get this modem tomorrow. For
the setup, if you can't follow the setup instructions on the manual. We have our 24/7 Technical Support
hotline who can help you setup your new modem. So, would there be anything else that I could assist you with?
Customer: I'm speechless, Taylor, all I can say now is THANK YOU!
Agent: You're very much welcome, Ms. Brown. I hope I was able to make you a very satisfied customer!
Customer: Yes, Taylor, you did, sweetie! Goodbye!
Agent: Thanks Ms. Brown, and Again, my name is TAYLOR, Thank you for choosing Rocket Speed Internet!
Enjoy the rest of your day!
Agent: Thanks again, Good bye!

--------------------------------------_________________________________________________________
Let’s try this situation…

Situation: A customer is calling about her Internet Service. The Customer is very upset because she can’t
access internet for 2 days already. The customer wants to cancel her internet service.
Customer's Profile: Female, Age is 75 years old, and very irate.
Goal: Pacify the irate caller, and save the customer from cancelling her Internet Service.
CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - CREDIT CARD CUSTOMER CARE
Situation: A customer is calling in to report a stolen card.
Customer's Profile: Male, 30-35 years old, nervous.
Goal: Freeze the Stolen Card Account Number, apologize and give assurance.
_____________________________________________________________________________________
Agent: Thank you for calling Bank of Wealth. My name is Sydney. How can I assist you today?
Customer: I want to report a stolen card. I got drunk, and had lost my wallet last night.
Agent: Oh, I'm so sorry to hear about that, don't worry, we're gonna make sure that we freeze your account,
so no one can use your Credit Card, ok?
Customer: Thanks, I hope no one have tried using it.
Agent: Don't worry, we are gonna be alerted right away by our System, if there are any invalid pin attempts
on your card. For security purposes, let me just verify your account first, ok?
Customer: Sure, go ahead. What do you wanna ask?
Agent: I need to verify your First and Last Name?
Customer: My name is Park Jae-Sang, but, you can call me "PSY!"
Agent: Thanks, PSY! Wait, Is it just a coincidence that your name is just like the one who created the world
famous, "Oppa Gangnam Style"!?
Customer: I'm sorry, that wasn't me. But, since that song became very popular, my friends are now calling
me PSY.
Agent: You got me there! Well, I'm sorry, just had to ask that, since, I really love dancing while I'm playing
it every morning! But, going back on your card, let me also ask you for your Mother's Maiden Name?
Customer: That's alright, Sydney! It is Wan.
Agent: How about the last four numbers of your Social Security Number?
Customer: It is ****.
Agent: Last, but not the least, may I please verify your complete Billing Address?

Customer: I live in 67489, Rodeo Drive, Beverly Hills, CA, 90210.

Agent: Thank you so much for all of the information. I'm now processing the request to freeze your account.
Please, grab a pen and paper. Thank you!
Customer: I have it, go ahead!
Agent: As of September 26, 2013 at 5PM Pacific Time, your Credit Card Account is now frozen. You'll get
your Card Replacement within the next 3-5 Business Days, Free of Charge. Your Confirmation Number is
787-909-SPNC .
Customer: I got it, thanks a bunch, Sydney! You're such a big help!
Agent: You're very much welcome! Is there anything else that I could help you with?
Customer: I guess, that would be all for today. Thanks again! Bye!
Agent: You're welcome! And, again, my name is Sydney! Thank you for calling Bank of Wealth! Good bye!
CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 – HOTEL RESERVATION
AGENT : Thank you for calling Xpedia Suites. My name is Mae. How may I help you?
CX: Hi. I’d like to reserve a room for two.
AGENT: Sure! No problem, I’ll be happy to help you and find the best room for you. May I know
your full name?
CX: My name is Cameron Randall.
AGENT: Can you spell your name for me, please?
CX: Yup. It’s C-A-M-E-R-O-N R-A-N-D-A-L-L.
AGENT: Thank you so much sir. If I’m not mistaken your name is CAMERON (use phonetic
alphabet) and Randall (use phonetic alphabet). Am I correct?
CX: Yes, that’s right.
AGENT: Thank you, Mr. Randall. What days do you need that reservation, sir?
CX: I’m planning to visit New York from Friday, April 14until Monday April 17.
AGENT: We have new room rates, sir. Will that be acceptable to you?
cx : It depends on the price, of course. What is it?
AGENT: It's $308 a night.
CX: I have no problem with that.

agent: Great! Would you prefer smoking or nonsmoking?

cx: Definitely nonsmoking. I can't handle that smell.

agent: Nonsmoking. Now, is a queen-size bed okay?or do you preferred another bed type?
cx: Aside from queen size bed, what are the other choices?
agent: we have the king size bed, double bed and 2 single bed. Which do you prefer sir?
cx: I think we’re good with the queen-size bed.
agent: prefect! for sure you will have very comfortable stay with the queen size bed.
cx: thank you.
agent: Mr. Randalls. Your reservation is confirmed. Now, all I need is your phone number.
cx: It's area code 626-555-1739
agent: just to verify, your phone number is 626-555-1739. Am I correct?
cx: that’s correct.
agent: Thank you, sir. Now, how would you like pay? Through credit card or upon arrival in the
hotel?
cx: we will just pay upon our arrival at the hotel.
agent: Noted, sir. By the way, can we ask for your email address so we can send to you the
confirmation email of your reservation?
cx: sure. It’s [email protected].
agent: thank you. Justo to confirm …(verify the email). Did I get it right?
cx: yes.
Agent: Thank you, sir. Just to give a recap, you reserved a Non-smoking room for 2 persons for
April 14, Friday until Monday April 17,2022. Reservation is under the name of Cameron Randall.
You chose a queen size bed and the total amount is 1,232 dollars for 4 nights. And payment will be
made upon arrival at the hotel. Again, you will receive a confirmation email from us where it
indicates there the booking information with confirmation code. Is there anything else I can help
with?
cx: yes sorry I forgot to ask for the amenities of your hotel.
agent: Very good question sir.! We are happy to let you know that our hotel offers free-wifi, free
breakfast, free toiletries, free parking and free use of pool.
cx: Wow, that’s great. That would be all. Thank you so much for your help.
agent: You are very much welcome, Mr. Randall. I’m more than happy to assist you and provide
you a comfortable stay in our hotel.
AGENT: Thank you for calling Xpedia Suites. Again, this is Mae. Have a good day! Goodbye.
CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - EMERGENCY HOTLINE
Situation: The caller heard some gun shots, and saw people running from his neighbor's house.
Caller's Profile: Female, 20-25 years old, nervous.
Goal: Get all the important information from the caller. Keep the Caller on the line while the authorities try
to reach the location.
Agent: 117, what's your Emergency? Caller: Oh my God.... I heard gun shots from my neighbor's house,
and saw 3 Hispanic male running from their backdoor... *Screaming* Agent: Ma'm, please, calm down, OK If
you scream, I won't be able to understand what you are saying, this is very important so we can alert the
authorities right away. Caller: Ok.. ok... I'm sorry... Agent: Thank you, you are doing a great job! You said,
you heard multiple gunshots, and 3 male running from your neighbor's house, is that right? Caller: Yes,
they are already gone in the dark. I saw 3 Hispanic male running down the street. Agent: Don't worry, I'm
reporting it as we speak Ma'm, are you alone in your house? Caller: Yes, that's why I'm shaking. I don't
have a gun with me, even my dog is terrified as well! Agent: And, what is your Name and Street Address?
Caller: My name is Sharon Davis, we are at 9657 Caminito Chollas, Sandiego, California. Agent: Thank you,
got it. Make sure that all doors are locked, and stay with me on the phone, OK I already alerted the
authorities, and they are now on their way!

Caller: Thank God... Agent: At what time it happened? Caller: It was just 5 or may be 10 minutes ago...
Where are the police? Agent: Ma'm, they are now on their way! Caller: Wait, I'm hearing some sirens. Agent:
That must be the Police, don't open your doors yet, stay with me, OK? Caller: Alright.. Oh my goodness, I'm
still shaking! Agent: OK, feel free to grab a glass of water, I'll wait right here. Agent: Ma'm, are you still
there? Caller: Yep, I was just drinking. Agent: Ma'm, I got a call from the Sheriff's Dept, it was just some
kids who are doing some prank on their friend. The noise you heard are just firecrackers. So, there's really
nothing to worry now. Caller: I almost had a heart attack, stupid kids! Agent: Well, at least, no one got hurt.
I hope you stay safe, OK?! Caller: Alright, thanks for your help operator. Agent: No problem, bye! Aside
from rehearsing the Call Center Mock Calls Scripts Samples in-front of a mirror, you can also videotape
yourself, so, you can easily replay the video to see and hear yourself. Practice makes perfect! Don't stop
practicing, until you sound very comfortable and natural.

Agent: Good morning madam, How can I be of service to you today? Client: Yes, I just want to know the
balance of my account? Agent: Can I have your name please Client: My name is----Agent: Can you provide
me your account number please? Client: I don’t know what it is? Agent: Do you have any previous bill with
you madam? Client: Yes Agent: Your account number is located at the top right hand corner of the bill
statement. Its a 9 digit code. Client: Ok, the number is Agent: Please hold while I check your account in our
system..

Client: Ok Agent: As of the date today, you have a balance is $935.00 Client: Ok, why does this bill reflect
only $300.00 Agent: Can you check the date of the bill? Client: Ok, it says here July 2010. Agent: Madam,
apparently that is an old bill. We will be sending you a new bill or your email. Client: Ok. Thanks a lot.

Sample Call Center Script: Technical Support Hotline Emily: Good afternoon. TBH Network Solutions. Fred:
Yeah, hi. My system is down and I need to speak with a technician. Emily: Oh, okay. Let me gather some
information and see if we can help. What is your first name? Fred: Fred. Emily: And your last name; would
you spell it for me please? Fred: Sure. It’s C-H-A-M-B-E-R-S, Chambers. Emily: Okay. And your company
name? Fred: I’m with GoldStar Environmental. Emily: GoldStar Environmental? Fred: Yes ma’am. Emily:
Okay. And your callback number? Fred: 610-265-1715. Emily: That’s 610-265-1715? Fred: Yes. Emily: Okay.
And what seems to be the problem today? Fred: My agents aren’t able to make or receive any telephone
calls. Emily: Okay and what type of system do you have. Fred: I have AmStar700, I think. Emily: Okay. Are
you able to log on to the system?

Fred: No, actually, I can’t even get an Internet connection. Emily: Okay. According to my records, the
AmStar700 is a voiceover Internet protocol phone. It appears that because your Internet isn’t working, your
phones are not working as well. Do you know who your Internet provider is? Fred: I have Verizon. Emily:
Okay. Mr. Chambers, I’m going to get a hold of Randy, and have him return your call. Is the 610265-1715 a
good number to reach you at right now? Fred: Yeah that’s my cell. That is working. Emily: Okay, great. In
the meantime, see if you can reach out to Verizon and let them know your issue. And Randy should be
calling you back shortly. Fred: Thank you very much for your help. Emily: You’re welcome. Thank you.
Goodbye. Fred: Take care. Goodbye.