Quality Assurance

Quality Assurance

  • Submitted By: javedu
  • Date Submitted: 01/31/2009 4:58 AM
  • Category: Miscellaneous
  • Words: 496
  • Page: 2
  • Views: 499

How to entertain the call in a proper manner

Opening greeting

AOA, PTCL Directory Service, How may I help you?

Proper Scripting:

How to tackle the customers on the call

After opening greeting CSR has to acknowledge the customer by saying.


For Example: Agar customer ko Habib bank ka number darker he tau us se pooche kay

“Sir kya me Jan sakta /sakti hoon he aap ko kis branch ka number darker hay”. If the customer wants any particular branch and CSR has to ask which particular position / designation number you want.

If the number is available of the desired requirement of the customer then CSR has to convey the information in this format “Sir Number note farmayeh” and if the number is not available then CSR has to apologies the customer and the scenario changes then CSR has to provide information in this manner “Sir hum mazarat khuwan hain Kay app ka matlooba number humare data main mojood nahii”

After that CSR has to shows the productive by saying that “Sir Agar app koi alternate/ Mutabadil number darker hai tou main apko farham kersakta hoon / kersakti hoon”

After that CSR should convey the alternative number and the loop close.

Finding & identification:

If the number is not search by the CSR then agent has to ask the following particulars.

▪ Search through Address

▪ Search through Designation

▪ Search through Related Department

Call holding procedure:

In English: 
Sir/Ma'am Can you please hold for a While? Or would you like to hold for a while 
If Customer agrees then say Thank You 
Then Put them on Hold 
After Un holding the customer: Thank you for holding Sir/Ma'am or Thank you for being on the line
In Urdu: 
Sir  kya app hold kerna pasand farmaye gay or Sir kya app Intezar kerna pasand fermaye gay or Bara-e-Meharbani Hold Farmaye/Kijiye or Sir kya app mere sath Online Rehna Pasand farmaye gay or Please Hold Farmaye/Kijiye ga
If Customer agrees then say Shukriya 
Then Put...

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