SCRIPT
Opening
English - Good Morning/Afternoon/Evening------Welcome to Reliance Digital you
are speaking with XYZ; how may I assist you?
Ask customer Name
English - Surely, I will assist you with the information, May I Know your name
please.
Hindi - Bilkul hum is vishay mein aapko poori jaankari dedete hai, kya mai aapka
naam jaan sakta hoon.
Upfront Apology
English - Sorry for the inconvenience caused to you be rest assured I will surely
help you with this. May I Know your name please.
Hindi - Mafi chahenge jo apko isprakar ki asuvidha ka samna krna pda, nischint
rahiye mein aapki isme puri sahayata karungi, kya mai aapka naam jaan sakta hoon.
take the registered mobile number from the customer
Could you please help me with your registered mob number
Call back
English - Sir/Ma'am, due to any reason if our call gets disconnected in between,
please be rest assured our team will give you a call back in 15 minutes on absolute
priority.
Could you please provide me your alternate number.
Hindi - Sir/ Ma'am, kisee kaaranavash yadi hamaari call beech mein kat jaati hai, to
krpaya nishchint rahen, hum aapko praathamikata ke aadhaar par 15-minute mein
vaapas call karengee.
Kripya kar apna koi doosra number pradaan karein.
Hold
English - May I Place your call on hold, while I check the details
Hindi - Kya mein aapke call ko kuch samay ke liye hold par rakh sakta hoon/ sakti
hoon?
Refresh Hold
English - Thank you for being on line, Mr/Ms..........It would take more time to check
the details, May I again place your call on hold.
Hindi - Line par bane rehne keliye dhanyawad, is jaankari ko check karne ke liye
hamein samay lag raha hai, Kya aap kuch samay aur line par bane rahenge?
Long Unhold
English - Thank you for your patience Mr/Ms............
Hindi - Lambe samay tak hold par bane rehne k liye dhanywad
Further Assistance
English - Mr/Ms. Is there anything else I may assist you with?
Hindi - Iske alawa kya hum aapki aur koi sahayata kar sakte hai ?
ResQ
English - Mr/Mrs. XYZ I would like to inform you that in future you may also raise
your request/complaint through our ResQ app and view the status as well. ResQ app
is available for download in Playstore ( Android ) and Appstore ( IOS ).
Hindi - XYZ ji aap bhavishya mein apni request ya complaint ResQ aap ke dwara
darj kar skte hai, aur uska status bhi check kar payenge. Yeh app ab Playstore (
Android ) ya Appstore ( IOS ) ke dwara download karsakte hai.
NPS
English - After this call you will receive an SMS in which you will get a link, request
you to please click on the link and rate for our conversation done today. Rating is
between 0 to 10, where 10 is highest and 0 is lowest. This will help me to serve you
better in further. (Applicable In RD_Store)
Hindi - Is call ke baad aapko SMS dwara ek link aayega jisme aap hamari
baatcheet ko rating de sakte hai 0 se 10 ke beech me, jisme zero sabse kam or 10
sabse adhik Hoga. (Applicable In RD_Store)
Closing
English - Thank you for calling Reliance Digital. Have a great Day/Evening
Hindi - Reliance Digital mein call karne ke liye dhanywad, aapka din shubh ho ?
Flow pf the call
Opening {ENGLISH}
Acknowledgment if required
Apology if required
Registered mobile number and name- Could you please help me with your reg. mob no.
Call back script & alternate number
Paraphrasing (assurance if we understood correctly) )- As I can understand Mr./Ms./Sir/Maa'm
your concern/issue is related to ------------------------
Probing if required (if need necessary information )
Hold if required
Unhold
Hold refresh if required
Unhold
Resolution
Further assistance
ResQ app refer
NPS
Closing
Disclaimer 3 times- Mr. XYZ, there is no response from your end, am I audible, this call
may be disconnected × 3
Closing
Blank Calls
English - Repeat Opening twice with a 2sec pause between the opening then say......”
I am unable to hear you, Request you to please call back. Thank you(No Closing
Verbiage) (Fill Issue tracker)
Hindi - Repeat Opening twice with a 2sec pause between the opening then say......”
Mai aapko sun nhi paraha, kripya kar ke dobara call kijiye, Dhanywad (No Closing
Verbiage) (Fill Issue tracker)
System Downtime / Technical Issue
English - I am sorry I am unable to assist you as our systems are getting upgraded.
Would request you to call after X hrs.
Hindi - hum bhi aapki sahayta nahi kar payengey kyuki system upgrade ho raha
hai…..kripya aap X ghante ke bad call kare
Abusive customer
English - If the customer has told about the issue and gets abusive :
STEP-1- Mr/Ms. I realize you are upset, Give me an opportunity to help you.
If the customer is still abusing then.......
STEP 2- I would request you to use appropriate language or else I will have to
disconnect your call
STEP 3- Mr/Ms I will not be able to assist you further and will have to disconnect
the call
(Fill Issue Tracker)
Hindi - If the customer has told about the issue and gets abusive :
STEP-1- Mr/Ms. Mai samjh sakta hun ki aap pareshan hai, Mujhe mauka dijiye
aapki sahayta karne ke liye .
If the customer is still abusing then.......
STEP 2- aapse vinanti karte hai ki sahi shabdo ka upyog kare nahi toh mujhe aapki
call disconnect karni hogi.
STEP 3- Mr/Ms....Isse adhik mein aapki sahayta nahi kar sakta...... mujhe aapka call
disconnect karna hoga.
(Fill Issue Tracker)
Escalation
English - Customer asking for escalation at the beginning of the call- Certainly
Mr/Ms. I will arrange a callback from supervisor; however, I request you to give me
an opportunity to assist/ help you.
Attempt ONLY ONCE if still insisting then arrange a call back.
Customer asking for escalation during the call:
Use call escalation script. Do not attempt to seek another opportunity from the
customer
Escalation script: [Link] I am arranging a call back from supervisor and the
supervisor will get back to you in (---- hours)
Hindi - Customer asking for escalation at the beginning of the call- “hum aapka call
zaroor transfer karengey par isse pehle mujhe ek mauka dijiye aapki sahayata karne
keliye"
Attempt ONLY ONCE - if still insisting then transfer
Customer asking for escalation during the call:
Use call escalation script. Do not attempt to seek another opportunity from the
customer
Escalation script: (customer name) Mein aapka call back arrange kara raha hoon
aapne supervisor ke sath, aapko call back (----hours) me a jaygi