Notes

calling 2
#tags
Outbound call scripts - Email team

Confirmation on process per PE team:
1. Customer validation would comprise of calling customer ONLY on the order delivery phone number and name is confirmed
2. If customer insists that someone else speaks on his / her behalf, request can be obliged ONLY once customer validation is successful

Scenario English call script Hindi call script
Call opening Good Morning, this is <Sonam> calling from Flipkart. Am I speaking to <_Koshore >
(Customer responds with a Yes) Namaskar, mera naam <_Consultant’s name_> hai aur main Flipkart se call kar raha hun. Kya main <_Customer’s name_> se baat kar raha hun? (Customer responds with a Yes)

Thank customer for confirmation and check if it is a convenient time to speak Thank you for the confirmation.

This call is about your Bata Corporate Casuals For Men


Is this a good time to speak? (Wait for customer’s response)

(Customer responds it is a good time – Thank the Customer and continue with the call )
Vishal >.

We're sorry for the trouble you had to go through.

As i understand your order has been cancelled from seller side due to price error

We’re sorry to let you know that your order was cancelled by the seller as they had listed the price incorrectly due to an unforeseen error.


Also we have added TOA for 1600 rs in your gift card account... you an use it on your next purchases..
We’re working closely with our seller community to make your shopping experiences on Flipkart seamless.

Hope you understand.


We already shared the feedback with the seller to avoid such kind of instances in future.

Just wanted to inform you that as from you same account or also from linked account many order placed for the electronice devices so seller will not able to fullfill your request.


I hope I was able to help you with {your query/concern} today. Yeh call aapke order kiye huve product <_product name_> ke baarey mein hai. Kya aap se baat karne ka yeh sahi samay hai? (Wait for customer’s response)

(Customer responds it is a good time – Thank the Customer and continue with the call )

Dhanyavaad <Customer’s name>.

(Customer responds it isn’t a good time - Check with customer a preferred time for a call back and close call by thanking them for their time and letting them know that they’ll get a call back at the time stated)

Mai samajh sakta/sakti hoon. Kya aap apne suvidha anusar samay bata sakte hai taki hum aapko call back kar sakein.

Hold script Kya mai aapko ek minute ke liye hold par rakh sakta hoon taki mai <_details being checked based on customer query_> check kar sakoon.
Dhanyavaad. ( Place the call on hold)
Repeat hold script Sorry, this is taking longer than expected; may I place you on hold for another minute while I <_get details about/ look up the information on /check the order details/confirm the delivery date etc.,_> (Wait for customer's response). Thanks again. Maafi chahta hoon ki <_details being checked_> ke details check karne mein zyada samay lag raha hai, kya main aap ke call ko aur ek minute ke liye hold pe rakh sakta/sakti hoon? (Wait for customer's response) Dhanyaad.
Hold release Thank you for being on hold <_Customer’s name_>

Thank you for your patience

Thanks for waiting patiently.

(Provide the details) Hold pe rehne ke liye dhanyavaad <_Customer’s name_>

Aapke dheeraj ke liye dhanyavaad

(Provide the details)
Call closing Is there anything else I may assist you with today?

I hope I was able to help you with {your query/concern} today.
http://notes.io/76s5
A short survey will be sent to your registered email address to get your feedback on the resolution provided and our conversation.

You can confirm if you're happy with the resolution provided by choosing 'Yes' or 'No'.

You can also rate our conversation experience on a scale of 1 to 5;

Rating between 1 to 3 would mean that you were not satisfied. Rating of 4 would mean you are happy and 5 would mean that you are extremely happy.

Your feedback is really valuable to us as it will help us enhance your experience.

(Customer has another question - help per BAU process )

(Customer does not have any another questions )
Thank you for your time today <_customer’s name_> and it was a pleasure talking to you.

Thanks for choosing Flipkart for your .
Have a Nice Day/ Great Day/ Pleasent day (Evening)

Kya main aapki kisi aur cheez ke liye sahayta kar sakta/sakti hoon?

(Customer has another question - help per BAU process )

(Customer does not have any another questions )

Flipkart se shopping karne ke liye dhanyavaad. Aapka din shubh rahe
Customer states he has registered for DND and does not want to speak <_customer’s name_>, I’m calling in to <_reason call is being made_ > and is related to you order for <_product name_> and this is not a Marketing call.

May i continue?(Wait for customer’s response and continue the call accordingly)
<_customer’s name_>, Ye call aapke order ke <_reason call is being made_ > baare mein hai aur marketing se sambandhit call nahi hai.

Kya mai aap se baat kar sakta/sakti hoon? (Wait for customer’s response and continue the call accordingly)

Customer states not want to speak and wants response via email Sure <_customer’s name_>, we’ll send you an email about this and you’ll get the email in the next <_TAT_> Zaroor <_customer’s name_>, hum aapko email dwara sampark karenge aur aapko ye agle <_TAT_> mein mil jayega