Typical call flow @CC

Start

Opening script & offer

help

Understand customer
VOC

Probe for relevant

questions
al call flow @CC

Closed

Closing script

Ask additional Help

Follow DT & Provide

Resolution
Service providers

Amex

Apple

Dell- 1

Dell-2

MI India

Axis Bank

Aditya Birla Minacs

Taj Hotels & Resorts

Daikin

Titan

Kotak Bank

Aquaguard
 What other service providers follow?

I would be more than happy to assist

Abhi card k liye apko contact information dena hoga
Zaroor(Incase customer has a query)
I am so sorry to intrupt.
I understand
Jab bhi free honge aap website please check kariye ga
Iske alawa aur kuch apki madad kr sakti hoon Mam- No no. in that case thank you . apna khayal rakhiye. Ok bye bye.

My name is Dipander.
Theek hai mam apki help kar deta hoon.
So lets say apki usage hai …..
Agar aap expect kar rahe hain ki 2 din ka back up battery milega to wo nahi ho paega qki apki 3rd party app usage bahut zyada
Main diagnose kr leta hoon.
Bataye aur kya jankari chahte hain.
Stock ki information humare pas nahi hai main software department se hoon.
Mam Iski information main nahi de sakta i am not authorised.I am sorry.- For policy related questions.
Main 2-3 min k liye call ko hold pe rakh sakta hoon jab tak ye diagnose ho raha hai. Hello(when he didnt hear me speaking). O
Main apko battery maximizing tips.
Aur koi doubts ya confusion ho to app puch sakte hain.
Thank you for calling . Have a great day.

Thank you for calling Dell my name is Pooja how may I help you.
Thanks a lot for confirmation.
Would want to inform you that I will transfer the call to technical support but there is a wait time of 10-12mins.
I will pull up your details and transfer your call to our technical support department.
Sorry Mam i will not be able to answer this query i will have to transfer your call.

a. Line par rahiye sir- For hold

b. Didn’t ask for additional help
c. Friendly discussion, no jargons and no use of heavey professional words
d. 'So sorry sir'- Not using big statements
e. Not in hurry to finish the call

a. Appki kya sahayata kar sakta hoo

b. Asuvidha ke liye maafi chahta hoo
c. Aapke issues ke baare me help kar deta hoo
d. MI me call karne ke liye dhanyawaad

a. Using Appki Sahayata me

b. Using 'sorry' at the time of issue
C. 'How can I help you' in opening

a. 'Maafi change' - Used for apology

b. how can I help you
c. not the lengthy scripts
Welcome Taj reservations services desk I am Santosh how may I help you
Basically humare pas ye 2 memebership hota hai.
Iske liye main abhi trained nahi hoon main .Apko call back arrange karwa dunga apne concerned department se.
Iske alawa aur kuch aur madat kr sakta hoon
Thank you for calling Taj. Bye Bye

Hi Daikin support how can I help you.

Surely I will assit you.
a. Apki puri sahayata ki jaegi jankari dene me
b. I hope main apki help kar payi hoon

a. Main puri tarreke se apki pareshani samajh sakti hoon

b. Apke account par 2 months ka OS pending hai…….(to the point)
c. Sir extremely sorry lekin apke charges bilkul valid hai to ispar waiver hum nahi de paenge.
D. Apke account ki information fetch karne k liye kya main apke call ko 45 sec k liye hold pe rakh sakti hoon?

a. Appki kis prakasr sahayata kar sakta hoo

b. Jaroor sahayta kar deti hoo
c. Using 'sorry' at the time of issue
d. No closing script- only 'Dhanyawaad'
 Step
Irritant scripts

Apology/Assurance

Hold

Pleasantries

Fillers
Opening

Additional
Help/Further
assistance

Closing

Call Transfer

Un-hold
 Hindi
Current scripts

1. Asubhidha k liye khed hai or apko jo asubhidha hui uske liye maafi chahunga (Prepaid,
DTH)
2. Nischint Rahiye Mai Apki jarur shahayeta krunga
3. Samjh Skta hu apko jo pareshani huie hai

1. Kya main 45 secs k liye aapki call hold pe daal skta hu (Prepaid)
2. Kya mai aapki call kuch time k liye hold rakh sakta hu/sakti hu behter shayta k liye. (DTH)
3. Kya mai aapki call 45 secs k liye hold par rakh sakta hu/sakti hu behter sahyata k
liye/details check karne ke liye.- Broadband
4. Iss jankari ko check krne ke liye kya ami apke call ko 45 second ke liye hold pe rakh skata
hu. (Postpaid) and Sperviosr ki avaibility check krne ke liye call ko hold pe rakh sakta hu-
Postpaid

Details confirm krne k liye dhyanbaad

1. Line par bane rahe

2. Baatana chahunga/chahungi
3. Thoda time lag raha hai
4. Jaise ki mai check kar paa raha hu
5. Han ji, Ji, thik hai
6. Call par bane rahiye
7. details check ki jaa rahi hai
8. Hmmmm & Yaaa
9. Line par bane rahe jankari check ho rhi h
10. Baatana chahunga/chahungi
11. Jaise ki mai check kar paa raha hu
Standarization o
1. Namaskar Airtel se XXX (Prepaid/DTH)
2. Namashkar! Airtel mein apka swagat hai, Mera naam XYZ hai. Mein apki kis prakar
sahayta kr skta hai?, (Broadband)
3. Namaskar, Airtel me apka swagat hai MR/Mrs XXX, Mera naam xxx hai, kay app issi
number ke liye call kar rhe hai.- Postpaid

1. Kya main appki Aur koi shayata

2. Aasha karta hu aapki shayata kr paaya

Airtel main call karne k liye dhanywaad,apka feedback hume behter baane mai shayta krata
hai.- All LOBs

[Link] sahayta k liye, Kya main aapki call transfer kar sakta hu senior k pass. Or
2. Apki call transfer ki jaa rahi hai (all LOB)

Call Par bane rhene k liye dhanywaad, maafi chahunga/chahungi lambe hold k liye. (All
LOBs)
Action to be done- Hindi
Ankur Deepa

1. Main aap ki pareshani

samajh sakti hoon.
1. Maafi chahta hoo
Need revision 2. Nischint rahiye main
2. Sorry Sir/Madam
aap ki puri sahaiyta
karungi

Apki behtar sahayata k

Appke issue ko check karne ne
liye kya main apki call
Need revision liye, kya main aapko 45 sec
hold par rakh sakti
hold par rakh sakta hoo
hoon?

Should be removed Thank you, Dhanyawad Thank you, Dhanyawad

Should be removed

1. Thoda time lag raha

Should be removed hai apke details check
krne me. 1. Thoda time lag raha hai
Ok
2. Please call par bane 2. Hanji/Ok
Should be removed rahe
Ok 3. Hanji/Ok
Should be removed
Should be removed
Should be removed
Should be removed
Should be removed
Should be removed
Standarization of call handling scripts across all LOBs
 Airtel me app ka swagat
hai Mr /Mrs/[Link] ,
Mera name XXX hai. Namaskar Airtel se XXX
Need revision
Kya aap isi number k (Prepaid/DTH)
jankari k liye call kar
rahe hain?

Aasha Karti hoon main

aap ki sahayata kar Aasha karti hoon ki main aapki
Need revision
payi? help kar paayi

Airtel main call karne k

Airtel main call karne k liye
liye dhanywaad,apka
dhanywaad,apka feedback
No change feedback hume behter
hume behter baane mai shayta
baane mai shayta krata
krata hai.- All LOBs
hai.- All LOBs

Behtar jankari k liye

main aap ki call apne
Behtar sahayta k liye, aapki call
Sup/other LOB ko
Need revision supervisor ko transfer kar
transfer kar rahi hoon
raha/rahi hoon.
please line par bane
rahiye

Call pe bane rehne ke Lambe hold ke liye maafi

Ok
liye dhanyawad chahta hoo
 Aditya QMC

1. Main aap ki pareshani samajh sakti

1. Maafi Chahta hoo
hoon.
2. Main aapki pareshaani
2. Nischint rahiye main aap ki puri
Samajh Sakta hoo
sahaiyta karungi

Details check karne ke liye, kya

Apki behtar sahayata k liye kya main
main aapki call hold par rakh
apki call hold par rakh sakti hoon?
sakta hoo

Thank you, Dhanyawad Thank you, Dhanyawad

1. Thoda time lag raha hai apke details 1. Thoda time lag raha hai apke
check krne me. details check krne me.
2. Please call par bane rahe 2. Please call par bane rahe
3. Hanji/Ok 3. Hanji/Ok
 Airtel me aapk swagat hai Mr.
Airtel me app ka swagat hai Mr XXX, main XXX appki kya
/Mrs/[Link] , Mera name XXX hai. sahayata kar sakta/sakti hunn
Kya aap isi number k jankari k liye call
kar rahe hain? No change for Prepaid and DTH
script

Aasha Karti hoon main aap ki sahayata

Aasha Karti hoon main aap ki
kar payi?
sahayata kar paya?

Airtel main call karne k liye Airtel main call karne k liye
dhanywaad,apka feedback hume dhanywaad,apka feedback
behter baane mai shayta krata hai.- All hume behter baane mai shayta
LOBs krata hai.- All LOBs

Behtar jankari k liye main aap ki

Behtar jankari k liye main aap ki call
call apne Sup/other LOB ko
apne Sup/other LOB ko transfer kar
transfer kar rahi hoon please
rahi hoon please line par bane rahiye
line par bane rahiye

Hold par rehne ke liye

Call pe bane rehne ke liye dhanyawad
dhanyawad
 Final Script

1. Sorry sir,
2. Main aapki pareshaani samjh sakta hoo

Details check karne ke liye, kya main aapki

call hold par rakh sakta hoo

Thank you/Dhanyawad

Sorry sir, aapki details check karne me

thoda time lag raha hai, Ok, Haanji
No change

No change

No change

1. Main aap ki call (Other LOB name)

advisor ko transfer kar rahi hoon please
line par bane rahiye
2. Main aap ki call apne Sup ko transfer
kar rahi hoon please line par bane rahiye

1. Lambe hold ke liye maafi chahta hoo

2. Hold par rehne ki liye dhayawaad
[Link] you sir line par rehne ke liye
1. Thoda
time lag
raha hai
apke
details
check krne
me.
2. Please
call par
bane rahe
3.
Hanji/Ok
 Scripts
Irritant scripts

Apology

Hold

Pleasantries

Fillers

Opening
Closing

FA

Un-hold
 English
Irritant scripts

1. Regret/Sorry for the inconvenience

2. I do understand your problem, do not worry I will help you
3. I really apologies for the inconvenience. Will surely try our best to assist you

1. May I put your call on hold for 45 secs

2. May I place your call on hold for 45 secs to check your details/for better help?
3. May , I place your call on Hold for 45 seconds, so that I can check the details
4. To check the availability of the supervisor may I place your call on Hold for 45 seconds

Thank you for sharing details

1. Please be on call
[Link] me check be on call.
3. Taking little time please wait, be on call /It is taking time
4. I am checking your details
5. Hmmmm & Yaaa
[Link] stay online, I am checking information
[Link] me check, plz be on call.

8. If customer asks can you help me with…..

1. Thank you for calling in Airtel, My name is XXX how may I help you today? (Prepaid/DTH)
2. Good Morning! Thank you for calling Airtel, My name is XYZ, How may I help you? (Broadband)
3. Welcome to Airtel Mr./Mrs. XXX , You are speaking with xxx, are you calling regarding the same
number? (Postpaid)
Thank you for calling in Airtel, your feedback helps to make us better. (All LOBs)

1. Is there anything else may I assist you with (all LOBs)

2. Hope I'm able to assist you? (Prepaid)

1. Thank you for being on hold

2. Sorry for the long hold
 Action to be done- English Proposed scripts
ritant scripts

1. I regret the inconvenience caused

2. I am so sorry to hear that
3. I apologies for the trouble caused
4. I apologies for the inconvenience
Need revision
5. I am sorry for the inconvenience
6. Sorry sir/Madam/Mam
7. Sorry for the inconvenience
8. Any other script

1. May I place your call on hold for sometime to get the information?
2. May I place your call on hold for 45 secc to check the
details/information?
3. To check the information, May I place your call on hold?
4. To assist you better, May I place your call o hold?
5. May I please place the call on hold for 45 secs so that I can check the
Need revision
relevant information
6. While I check the ----- details may I please place the call on hold for 45
secs
7. To get the details of the account may I please place the call on hold for
45 secs
8. Any other script

Thank you. That's great, Congratulation, I will be glad to help you, I will be
Need revision
happy to assist you.
Should be removed
Should be removed
Ok
Should be removed
Ok
Should be removed
Should be removed

1- Definitely
2- Certainly
3- Sure
4- I will be more than happy to assist/help you
Standarization of call handling scripts across all LOBs

1. Thank you for calling in Airtel, This is XXX, how may I help you today?
2. Welcome to airtel, how can I help you Mr. XXX.
Need revision 3. Good morning/afternoon/evening, This is XXX from airtel
4. Welcome to airtel, how may I help you?
5. Any other script
Ok Thank you for calling Airtel your feedback makes us better everyday

1. Is there anything else I may assist you further?

Ok 2. Any other information that you may want to have?
3. Any other script

1. Thank you for being on hold. I really appreciate your patience

Ok
2. I am sorry for the long hold
 Ankur Deepa Aditya

1. I apologise for the

inconvenience.
1. I'm sorry for the inconvenience, 2. I I regret the inconvenience
will help you with this. caused
2. I assure you I will try to
resolve the concern in the best
possible manner.

1. May I place your call on hold to

check the details/information? 2. May I place your call on
2. May I place your call on hold while hold for 45 secc to check To assist you better May I
I transfer the call? the details/information? please place your call on hold.

Thank You Thank You Thank you for sharing details

3. Taking little time please wait, be on

call /It is taking time
[Link] stay online, I am checking
1. It's taking some time to 1. It's taking some time to
information
check the details kindly check the details kindly stay
1- Definitely
stay connected connected
2- Certainly
2. YES. Absolutely Correct 2. YES. Absolutely Correct
3- Sure
4- I will be more than happy to
assist/help you

ss all LOBs

Good Welcome to Airtel,

Welcome, this is XXXX, how may I
morning/afternoon/evenin Mr/Mrs/Miss XXX . My name is
help you?
g, This is XXX from airtel XXX . Are you calling for the
same number?
 Thank you for calling Airtel Thank you for calling Airtel your
Thank you for calling Airtel your
your feedback makes us feedback makes us better
feedback makes us better everyday
better everyday everyday

1. Is there anything else I may assist

you further?
Is there anything else may I
2. Any other information that you
assist you with
may want to have?
3. Any other script

1. Thank you for being on hold. I

really appreciate your patience Thank you for being on hold
2. I am sorry for the long hold
 QMC Final Script

1. I'm sorry for the 1. I'm sorry/apologies for the

inconvenience, inconvenience, 2. I will help you with
2. I will help you with this. this.

1. May I place your call on

hold to check the 1. May I place your call on hold to
details/information? check the details/information?
2. May I place your call on 2. May I place your call on hold while
hold while I transfer the I transfer the call?
call?

Thank you for sharing

Thank You
details

1. It's taking some time to

1. It's taking some time to check the
check the details kindly
details kindly stay connected
stay connected
2. YES. Absolutely Correct
2. YES. Absolutely Correct

No change and will continue as per

the current scripts
Thank you for calling Airtel
your feedback makes us
better everyday No change and will continue as per
the current scripts

Is there anything else may I

assist you with (all LOBs)
No change and will continue as per
the current scripts

1. Thank you for being on hold. I

Thank you for being on
really appreciate your patience
hold
2. I am sorry for the long hold
 How can we implement it effectively?
[Link]. Action Point
1 Addition of sub reason under conversational quality parameter
2 Rule creation in Speech for adherence
3 Call flow SOP- Do's & Don’t's
4 Should part of Champion portal briefing alongwith quick guide
5 A short refresher on usages of scripts
6 Action on compliance check scores
Responsibility
QMC
QMC
QMC
Training
Training
VHs/BMs