1. Pre-Call / Pre-Chat Preparation

• Log into systems: Ensure all CRM, knowledge base, and call/chat software are active and functioning.
• Review product/service updates: Stay updated on latest features, promotions, pricing, and policies.
• Check previous interactions: For returning customers, quickly scan their interaction history and notes.
• Set workspace readiness: Use a noise-free environment and keep scripts, FAQs, and escalation paths accessible.
  
  

2. Greeting and Rapport Building

• Use a consistent and warm greeting:
  “Thank you for calling [Company Name], this is [Your Name]. How may I assist you today?”
• Match the customer’s tone—friendly, empathetic, and professional.
• Personalize the interaction using the customer’s name and prior info (if available).
• Show active listening: Take notes, don’t interrupt, and acknowledge concerns.
  
  

3. Handling Objections

• Use the LEARN method:
  • Listen actively.
  • Empathize with their concern.
  • Ask clarifying questions.
  • Respond with clear, benefit-focused answers.
  • Navigate to a resolution or alternative.
• Never argue. Reframe objections as opportunities:
  “I completely understand your concern. Here’s how others in your situation found value…”
  
  

4. Closing a Sale or Securing a Commitment

• Summarize key benefits relevant to the customer.
• Use assumptive language:
  “Let’s go ahead and get this started for you.”
• Offer limited-time promotions or value-adds, if applicable.
• Confirm understanding and next steps.
• Thank the customer and express appreciation:
  “Thank you for choosing us. You’ve made a great decision!”
  
  

5. Cross-Selling & Up-Selling Techniques

• Use contextual cues: Recommend products/services relevant to their current inquiry or purchase.
• Apply the FAB technique (Feature, Advantage, Benefit). “This plan also includes [Feature], which means you’ll get [Advantage], helping you [Benefit].”
• Suggest bundles or upgrades tactfully:
  “Many customers who buy this also find [Add-on] useful…”
• Get explicit consent before processing any additional charges or upgrades.
  
  

6. Call/Chat Logging & Reporting

• Capture essential data:
  • Customer name, contact, and ID (if applicable)
  • Purpose of contact
  • Summary of discussion and resolution
  • Next steps/follow-up actions
• Use CRM tags, categories, and disposition codes accurately.
• Submit end-of-day activity reports as per shift norms.
  
  

7. Follow-Up with Leads

• Prioritize high-potential leads using CRM scoring.
• Schedule follow-ups with a clear purpose and personalized message.
• Use email templates where available but personalize key details.
• Track open rates and set reminders for second touchpoints.
  
  

8. Managing Difficult Customers

• Remain calm and professional—never take it personally.
• Acknowledge the issue and express empathy:
  “I’m really sorry to hear that. Let’s get this sorted out together.”
• Avoid blame; focus on solutions.
• If needed, escalate per SOP to a supervisor or retention specialist.
  
  

9. Time Management & Call Efficiency

• Use call control techniques to stay on track without rushing.
• Politely redirect when conversations drift off-topic.
• Aim for first-call resolution, but know when to follow up.
• Keep average handling time (AHT) and wrap-up time within benchmarks.
  
  

10. Follow-Up Emails After Outbound Calls

• Send within 1 hour of the call.
• Include:
  • Brief recap of the discussion
  • Action items or next steps
  • Contact information and hours of support
  • CTA (link to payment, meeting confirmation, product demo, etc.)
• Use a professional, friendly tone.
  
  

11. Adhering to Legal & Compliance Standards (Outbound Calls)

• Do not call numbers on “Do Not Call” lists.
• Always identify yourself, your company, and the purpose of the call.
• Obtain verbal or written consent before enrolling a customer in a paid program or recurring charge.
• Record calls (if required) only with customer’s knowledge and consent.
• Do not make misleading or false claims. Always be transparent about pricing and terms.
  
  

12. Performance Monitoring & Quality Assurance

• Regularly review call/chat recordings for tone, script adherence, compliance, and resolution effectiveness.
• Attend training sessions and role-play scenarios monthly.
• Maintain minimum scores in QA reviews and customer satisfaction surveys.
  
  

13. Escalation Protocol

• Escalate calls as per severity levels (technical, billing, legal, etc.).
• Use warm transfers when passing the customer to another team.
• Log escalation details in CRM for continuity.
  
  

14. Tools & Resources Agents Must Use

• CRM (e.g., Salesforce, Zoho)
• Helpdesk/Knowledge Base (e.g., Zendesk, Freshdesk)
• Internal Chat (e.g., Slack, Microsoft Teams)
• Call Handling System (e.g., Five9, Talkdesk)
  
  

15. Daily Agent Checklist

✅ Log into systems 10 mins before shift
✅ Attend daily huddle or updates
✅ Review product/service updates
✅ Monitor assigned queue/tickets
✅ Complete CRM logging after each call
✅ Submit end-of-day report