Greeting Script
আসসালামুয়ালাইকুম, XYZ বলছি, আজকক আপনাকক ছকভাকব সহক াছিতা/সহায়তা করকত পাছর ?
Apology Script
(If Customer faces any problem or express any problem to you)
“আপনার সমসযাটির জনয দুুঃছিত”
Magic Word (kindly)
• Need to use magic word when required (CSO should use magic word when asked to customer,
requesting to customer, suggesting to customer)
(সযার, kindly জানাকবন?, kindly বলুন Etc.)
Hold Script
• Hold এ াবার আকি:- আপনার এ ছবষয়টি / সমসযাটি চেক করছি কাইন্ডছল ছকিুিা সময় ছদন। ৩ ০
চসকককন্ডর অছিক নয়)
• Hold চেকক চেরার পর: িনযবাদ সযার/মযাাাম সময় ছদকয় সহায়তা/সহক াছিতা করার জনয ।”
2nd hold (If needed):
• “সযার, আপনার এই ছবষয়টি চদিার জনয আমার আকরা ছকিুক্ষণ সমকয়র প্রকয়াজন হকে,
kindly সময় ছদকয় সহক াছিতা করুন।” (১ ছমছনকির অছিক নয়)
• Hold চেকক চেরার পর: “িনযবাদ সযার/মযাাাম আপনার মূলযবান সময় ছদকয়
সহায়তা/সহক াছিতা করার জনয ।”
Comprehension done:
• প্রছতটি query চেকষ Comprehension done script বযাবহার করকত হকব “আছম ছক আপনাকক
ছবষয়টি চবাঝাকত চপকরছি সযার?”
Closing:
“আপনার সাথে কো বথে ভাথো োগথো, ধনযবাদ ভাথো োকথবন সযার/ম্যাডাম্ ।
আস্সাোম্ুআোইকুম্”
Treat the customer like you would want to be treated!!
Short Form Abbreviation
SOP Standard Operating Process
AHT Average Handling Time
ATT Average Talk Time
FTR First Time Recharge
OTP One Time Password
VAT Value Added Tax
SD Supplementary Duty
SC (In Price) Surcharge
SC (Voucher Card) Scratch Card
SC (Info360) Service Class
FCR (In Jhotpot) Failed Call Routing
FCR (In Complaint) First Call resolution
ECN End Call Notification
ICE Instant Customer Endorsement
CED Customer Experience Dashboard
ND Network Dashboard
dCRM Digital Customer Relationship Management
CM Complaint Management
OB Outbound
IB Inbound
CQC Call Qualification Code
VoLTE Voice Over Long Term Evaluation
VOIP Voice Over Internet Protocol
MCA Missed Call Alert Service
FTN Forward To Number
MNP Mobile Number Portability
FAQ Frequently Asked Question
CC Customer Care/Call Center
WIC Walk In Center
EL Easyload
USSD Unstructured Supplementary Service Data
KPI Key Performance Indicator
HVC High Value Customer
FOC Free of Cost
HLR Home Location Register
VLR Visitor Location Register
MSC Mobile Switching Centre
SMS Short Message Service
SMSC Short Message Service Centre
VAS Value Added Service
Treat the customer like you would want to be treated!!
Personal Information
Employee Name
Gender
SSC Reg Num.
Email
Contact#
Alt. Cont#
Robi Number# (Must need for ID
Creation)
Emergency Contact Person
Emergency Number
Relation with Employee
Blood Group
Date of Birth
Age
Religion
NID# (If not available, Please share
Birth Certificate Number)
Passport# (If Available)
Academic Qualification
(HSC/BBA/MBA etc Last Passing
Exam)
Education Pursuing (Running
Education: BBA/MBA/BSC/Diploma
etc)
Pursuing Eduction End Year
Institution
Father's Name
Mother's Name
Present Address (Must be mention:
Holding, Road No, Area, Police
Station, District-Post Code)
Permanent Address (Must be
mention: Village, Union, Post Office,
Police Station, District-Post Code)
Location (Present Location: For
Example Nikunja, Mohakhali,
Jatrabari, Rampura etc)
Marital Status (If married than
required the below information)
Spouse Name, DOB, Child Name
Treat the customer like you would want to be treated!!
Required Documents:
➢ 1 Copy CV
➢ 4 Copy Passport Size Picture
➢ NID or Birth Certificate or Valid Photo ID (2 Copy)
➢ Copies of all Educational & Relevant Certificate
➢ Release Order (If applicable) from previous working organization
➢ Experience (If applicable) from previous working organization
Treat the customer like you would want to be treated!!