Script

Inbound Script 

1. Opening

Agent: - Welcome to Lifelong. My name is [Your Name]. How may I assist you today?

2. Acknowledgment

Agent- I completely understand your concern, and I’m sorry to hear that you’re facing this issue. 

3.Probing 

Agent- To assist you better, could you please help me with some details.

3. Assurance

Agent- I’m here to help you, and I’ll make sure this is addressed properly.

4. Hold Procedure (if needed)

Agent- To better assist you, may I place your call on hold for about 1–2 minutes while I check the details?

(Wait for confirmation)

Agent (before placing on hold)- Thank you.  I’m Placing your call on hold now.

(Place on hold)

Agent (after resuming)-Thank you for staying on the line. I really appreciate your patience.

5. Troubleshooting / Problem Resolution

I’ll make sure this is addressed properly. Let's try some basic troubleshooting steps together. Please refer to your manual while I guide you.

If Issue Is Resolved:

Agent- We’ve completed the necessary troubleshooting, and I’m glad to inform you that your issue has been resolved. I’ll mark this as resolved in our system now.” CSAT Pitch: “Before we end this call, you’ll receive a feedback survey link via WhatsApp. We’d really appreciate your valuable feedback — it helps us serve you better!

If Issue Is Not Resolved: Deliver the information as per applicable SOP 

 Scenario A: Non-Serviceable Product / Warranty Claim Journey

Agent: “I will need to move your case to our specialized team for further review. You will receive a WhatsApp message with a button to upload your Invoice. Once we receive these, and validation done of details we will assist you with the next steps regarding potential replacement based on stock availability.” (Note: Do not provide a final confirmation on replacement at this stage)

Scenario B: Service Partner (SP) Assignment

Agent: Since the issue requires a physical inspection, I am aligning a technician to your location. They will visit you within 48-72 hours. Please have your Invoice ready to claim warranty, otherwise, services and spares will be charged.

Scenario C: It’s a Projector issue

Agent: For your projector, we will need to pick it up and fix it at our service center. Please send your Invoice and your full address on WhatsApp. We will arrange pick up of projector and fix it on our service center and deliver it back to your doorstep.

6. Offer Further Help

Agent- “Is there anything else I can assist you with today?”

(Handle any additional queries)

7. Transfer to IVR for CSAT

Agent- Before we end this call, I request a few moments of your time to share your feedback about this conversation. Your feedback helps us improve our service. I will now transfer your call to IVR. Please stay on the line and follow the IVR instructions.

8. Closing

Agent - “Thank you for calling Lifelong. I appreciate your time today. Have a great day ahead!

 Call Hygiene Metrics : - 

1. Dead Air less than 10 seconds. 

2. Call should not be disconnected from agent’s end without 2 disclaimers & then closing statement (Customer not responding/Profanity)

3. Call opening should be within 5 seconds of call landing with Branding. 

4. Call opening in English/customer preferred language. 

5. On Call Tagging 

6. Tagging by agent who handled the interaction. 

7. CSAT pitch over resolved cases.