Review the scripts in the Contact Centre Script File provided. Imagine you are the training supervisor for a contact centre company and each of the agents featured in the scripts are your trainees. You are to prepare a Call Quality Scorecard and GROW coaching sheet for each of the 4 agents in the scripts. You are to identify a standard of service you feel is appropriate, identify the gap in service provided by the agent and plot a course of action to bring the service level up to the appropriate level. Your coaching points should reflect an understanding of appropriate service levels, employment of coaching techniques discussed in class (SMART goal use, considerate tone, etc), and a mind to the career success of the trainee as well as sensible organizational objectives (increased sales, better service, etc). Fill out one Call Quality Scorecard and one GROW coaching sheet for each of the GROW Coaching Model Template Coaches Notes GROW Model Stage GOAL - the end point that the coaches want to achieve. Goals must be in SMART format so there is a time associated with each REALITY - where the person receiving coaching is now in their performance. This should include an assessment of close to the goal the coachee is. OBSTACLES - What is in the way of the person receiving coaching attaining the goal. What bad habits are in the way? WAY FORWARD - What are the options to overcome these obstacles. Each obstacle should have 1-3 actionable items that provide a plan for improvement CALL CENTER MOCK CALLS SCRIPT SAMPLE - CUSTOMER SERVICE 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 help you? Customer. I would like to know ny remaining money in ny account Agent: I'll be glad to help you May I please get your Bank Account number and the Name on the Account? Customer Sure, it's Tracy Q. Randall account number is 805-7845-3895-061 Agent: Thank you, let me just check on it. Ok, can you please, verify the last four members of your social security ID? Customer. It is **** Agent: You still luve 84 thousand and 65 cents. Is there anything else that I could assist 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 bolidays. Thanks for your help Tleather! Agent: You are very much wekome, Ms. Randall! You have a great day and Thank you for calling Bank of Wealth Good Bye! you with? CALL CENTER MOCK CALLS SCRIPT SAMPLE - SALES Situation: A customer is calling in to order a Pizza Customer's Profile: Maks, Age is 45 yrs old, in a hurry Goal: Place the order and offer the customer to upgrade their orders Agent: This is Mike of Piza Loco, what is your name and what would you like to order?! Customer. This is John Perez. I want One Family so of Pepperoni and 2 Regular Supreme Agent: Thunk you, so that is One Pepperoni Family six, and Two Regular Supreme Pizza's. Is thut right? Customer Yep, deliver * 745 Farmers Road, Modesto, California Agent: Gotil , would you like to add extra mocarella cheese on top that's just bucks each Customer Sure, I'll just pay it is eash once in delivered Agent: Arial, sans bericht in front of your door, within 30min. Thanks for calling Pui loco! Have a great CALL CENTER CONVERSERTION SCRIPT 2 Agent: Thank you for calling ABC Comparty. My name is Ashley. How may I help you today Customer Lan calling because Treceisuut a weung bill. I just pud my plone bill two das ago and my payment is not reflected in the bill. Agent: Sorry for the inconvenience mabat. May I have your Account Number, please. Customer: 5340036548 For verification purposes nam. Can I get your name and birthdare? 1 Agcut: please. Customer 53400 16548 Agent For verification purposes mam, Can I get your name and hirthdate Customer Maegan Simpson July 23. 1974 and the account is under my name Agent Thank you for that information mam. Per our system's data, you did pay your last bill last Aug. 12 which was to days ago is one of our affiliated paymenl centers and you currently use Obeliare. Ilowever, the bill that you received generated a week before you made the wyment that's why your Lesten had then reflected You can simply disregard the amous indicated in the bill and courine enjoying UUT services. Thank you Customer Agent Delays in the bill is usually caused by delays in our courier services. For a more updated bill of your cool you can visit our website and log in to your account. This will is repared Customer Ok I will Will there be mything else that you need moder? Customer No in Agent Thank you for calling. We we glad to assist you Customer Ol bye Sample Call Center Script: Technical Support Hotline Fred 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-16-A-M-B- E-R-S. Chambers Emily Okay. And your company name? Fred I'm with Goldstar Environmental Emily GoldStar Environmental Fred Yes malam Emily Okay. And your callback number? Fred 610-265-1715 Emily That's 610-265-17157 Fred Yes Emily Okay. And what seems to be the peablem today 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 AmStar 700, I think Emily Okay. Are you able to log on to the system? Fred No actually, I can't even get an intemet Connection Emily Olcay. According to my records, the AmStar 700 is a volceover 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 Thave Verizon Emily Okay. Mr. Chambers I'm going to get a hold of Randy, and have him return your call is the 610-265-1715 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 A SALES CALL Agent am I speaking with Mr. Rohan Sharma. Customer: yes or no Then we have to ask may I know whom I am speaking with? Agent good morning sit I am Anusha calling from Reliance Infocomm. Our company has launched a very attractive caling card. Can I just take 5 minutes of your precious time to explain it to you? Customer: ok. Go ahead. Agent: Thanks you sir. As I was telling you about the calling card which comes with free reliance to rellance calling 24 hrs. And other local calls cost you just 45 paise per minute. All STD calls are fixed at rs 1 per minute. And all this come s for just rs 250 a month. This is not all sir. We have a scheme running if you buy the card today itself then you would be getting an add on card absolutely free. Customer are you sure all bocal calls are for 45 paisa only? Agent: yes Sirim 100% sure. Customer: But I already have two connections. What is the use of third one. Agent sir, now a days people keep 4-5 Sims and according to there usage and benefits they keep on switching to other Sims. And this sim is also very cheap and call rates are very less. You are getting the best deal sir. Customer ok. What do I have to do? Agent: sir you just have to give a copy of ration card or you driving license. Or pan card. And two photos of yours. Customer: ok I have all these things ready. Agent. Thank you sir. Our agert will come to your place tomorrow and collect all the documents from and deliver the sim to you. May I know the convenient time when you would be Available? Customer: Ok, send your executive at 11 am tomorrow. Agent Ok, sir. Thank you very much. Have a nice day Customer: You're welcome. You too have a nice day. Bye. Agent bye