Monday, October 31, 2011


I can still remember, more than six years ago, when I was preparing myself for a Call Center Interview. I spent so many hours on the Internet, but I couldn't find MOCK CALLS SAMPLE SCRIPTS. But, for the benefit of my readers, and for those people who are looking for CALL CENTER MOCK CALLS SCRIPT SAMPLES. I'll be writing MOCK CALLS SCRIPTS that you can practice with your family or friends, as you prepare for a Call Center Interview. It will help you boost your confidence, as you pursue your career in the Call Center Industry...

NOTE: Before you begin the Call Simulation, you and your partner should have a copy of the scripts below. I would suggest that you guys use a land line phone, mobile phones or do mock calls using your messenger's voice chat on your computer.


Situation: A customer is calling about his Internet service. Has been out of service for more than a week.
Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate.
Goal: Pacify the irate caller, Resolve the issue of the customer and Establish rapport.

Agent: Thank you for Calling, Rocket Speed Internet. My name is JERRY, May I please have your Phone or Account Number?
Customer: I'm sorry, can you please, repeat yourself?
Agent: I'm sorry, can you hear me OK now? I was asking you, about your Phone or Account Number?
Customer: Well, before I give you my account information, I just wanna let you know that I'm really pissed.  I can't access my email for almost a week now. I'm paying you guys lots of money, and you can't even provide a decent service. What's wrong with you people? YOUR SERVICE SUCKS!!!
Agent: I'm really sorry for the inconvenience, I would probably feel the same way if I'm in your situation. But, don't worry, I promise you that we'll get your issue resolved. Let me get first your account number so we can check your account, would that be ok?!
Customer: Sure, my account number is 860-995-****
Agent: Got it, may I please verify the name on the account?
Customer: It's Robert W. Smith, I am the account holder.
Agent: Can we call you back at the same number, or do you have a better call back number?
Customer: I'm sorry, I'm having a hard time hearing, can you please, repeat yourself?
Agent: Sure, I was just asking you, if we can call you at the same number you gave me, or if you have a better call back number?
Customer: Yes, that's a good call back number.
Agent: Ok, based on our test results, it shows here that you are not getting a DSL signal, that's why you can't get online or check your email. We can actually fix this problem over the phone, but, I will need to walk you through on some steps, would that be ok?
Customer: I've gone through the steps, believe me, I've checked everything before calling you!
Agent: Oh, that's good then, but, can you at least, check for me which lights are lit up on your modem.
Customer: Fine! I have Power and Ethernet lights green on my modem. But, the 3rd light is flashing red, which is the DSL light. Are you happy now?
Agent: Thank you for your patience! As you could notice, the DSL light is flashing red on your modem. That means that you are not getting any dsl signal. The good thing is, based on our initial test results here, we do not have network problems or outages in your area. That means, we might be able to fix the problem over the phone!
Customer: Well, that's good then, I'll be a happy camper!
Agent: You might have already checked on it. But, since we have the DSL light flashing red on your modem, it's telling you right away that there could be something wrong on the DSL line. It's the gray phone cord at the back part of the modem.
Customer: It's right behind my desk, do you want me to crawl down the floor again?
Agent: Well, If I send someone out, and they find out that there's just a loose phone cord, then, you will get charge for the dispatch. So, we want to resolve the problem over the phone, so we could avoid dispatch charges. It will also save your time, that's all we need to check.
Customer: Ok, but, this is the last step that I'll do. Don't hang up.
Agent: Don't worry, I won't hang up on you.
Customer: Oh my goodness, the gray phone cord was just loose, let me plug that in...  Oh my, there's now a steady green light on the DSL light of the modem, let me just try now the Internet!
Agent: Wow, that's good to know. Let's just see if you can now get online, before we hang up. Can you try one or two more websites?
Customer: Jerry, you are a miracle worker! Thank you so much! It got me now on my homepage and email!
Agent: No, you did a great job, I was just giving you the steps! You did great today! But, do you have anymore questions or other concerns?
Customer: I feel so stupid for calling you about this. But, I surely appreciate your time and patience!
Agent: You are welcome. We are open 24 by 7 just in case that you'll need our help again. And, again, my name is JERRY, we do value your business and thank you for choosing Rocket Speed Internet. Have a blessed day!


Situation: A customer is calling about her account balance.
Customer's Profile: Female, Age is 25-30yrs old, calm.
Goal: Answer customers inquiry in a timely manner.

Agent: It's a good day today at Bank of Wealth, my name is Heather, How can I help you?
Customer: I would like to know my remaining money in my account.
Agent: I'll be glad to help you. May I please get your Bank Account number and the Name on the Account?
Customer: Sure, it's Tracy Q. Randall, account number is 805-7845-3895-061
Agent: Thank you, let me just check on it. Ok, can you please, verify the last four numbers of your social security ID?
Customer: It is ****.
Agent: You still have 84 thousand and 65 cents. Is there anything else that I could assist you with?
Customer: Yes, If I transfer it to my bank account in Lloyds of London, how long will it take?
Agent: If we do the transaction over the phone or online, our team will still contact you for verification prior sending your money to a different bank. The whole process usually just takes 2-3 days.
Customer: Oh, I see, never mind, I'll just do it after the holidays. Thanks for your help, Heather!
Agent: You are very much welcome, Ms. Randall! You have a great day and Thank you for calling Bank of Wealth. Good Bye!


Situation: A customer is calling in to order a Pizza.
Customer's Profile: Male, Age is 45 yrs old, in a hurry
Goal: Place the order and offer the customer to upgrade their orders.

Agent: This is Mike of Pizza Loco, what is your name and what would you like to order?!
Customer: This is John Perez, I want One Family size of Pepperoni and 2 Regular Supreme.
Agent: Thank you, so, that is One Pepperoni Family size, and Two Regular Supreme Pizza's. Is that right?
Customer: Yep, deliver it at 745 Farmers Road, Modesto, California...
Agent: Got it, would you like to add extra mozzarella cheese on top, that's just 5 bucks each.
Customer: Sure, I'll just pay it in cash once it's delivered.
Agent: Alright, it's gonna be right in front of your door, within 30mins. Thanks for calling, Pizza Loco! Have a great night!

It took me almost an hour just to finish writing this article. I hope I was able to help you with your upcoming Call Center Interview. Don't forget to prepare yourself for the Call Center Interview Questions. Practicing these Mock Calls Scripts will help you a lot and get you the feel of what it is like when it comes to taking in calls. If you like this post, please, don't forget to subscribe below! Thank you!

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Christian Esperar said...

Thanks for your effort! I'm an IT student and there will be a chance that I will be working in call center someday. This is a very informative tips! Very appreciated!

Mark Hoel Yu said...

Can you include mock interviews for those interested applying for higher position? hehehehe. good job JM! very helpful for those who are interested getting into the call center industry.

isp101 said...

@Christian Esperar -Hey, nice to see you again! If you are confident and you prepared for the Job Interview, there's a huge chance that you'll easily get hired in a Call Center! But, let's say you passed the Interview, you still need to prepare for Mock Calls, before the Final Interview. Let me know if there's anything you would like to know about Call Center stuffs! Thanks for dropping by! =)

@Mark Hoel Yu -Mark, I have no experience on that, hehehe! Maybe, you can post your personal experience in applying for a higher position, hehehehe! =)

Lulu said...

Great post JoMi.. I'll definitely use this, one of this days.. :) pagpraktisan b.. Hehehehehh.. :p thanks so much.. (:

khantotantra said...

effort. hahaha. hate ko ang mock calls... nung pers taym ko mag mock calls... sablays. bwahahaha

Mai Yang said...

nice post! I will read it again tomorrow :)

bookmark added!

thanks for sharing. I've searching this kind of script all over web.

very helpful =))

glentot said...

Kuya dapat lahat ng scenario, irate ang client para challenging haha. Nakakamiss naman ang mga ganitong scripts... Nag-call center rin ako noon eh...

isp101 said...

@Lulu -This will help you a lot, so you can also gauge if the job is really for you! Good Luck my Friend! =)

@Khantotantra -Hello, Gelo! Nakaka nerbyos mag mock calls lalo na kung first time, ako rin dati, I was eating my words! Hehehe! =)

@Mai Yan -Hey, I'm glad you find this post helpful, tnx for dropping by! =)

@glentot -Oo, yung unang scenario, irate yun! hehehe! Pwede naman mag apply ulit eh, hehehe! =)

Belle said...

This is useful to those who are planning to apply in a call center.

Bennix said...

A totally worth-reading post.I still hope that I could get an IT job in a Call Center someday.

isp101 said...

@Belle -I actually created this article for those who really want to work in a Call Center. In 2004, when I was looking for a Call Center Job, I wasn't able to find available materials like this for Mock Calls practice. That's why I wrote this article for the benefit of Call Center Job applicants! Tnx for dropping by! =)

@Bennix -Of course, you can, especially, you are hardworking! Just don't get tired of finding the right company for you. Good luck! =)

pauldoh said...

I just laughed at myself when I realized that I'm reading the scripts with feelings. And with two different accents, one for the agent and another for the customer..ahahha
In short, nagmonologue ako.. hahaha

Napdaan lang po Sir Jomi..

Maricel said...

Very nice of you to post samples like these. Great job, JM!

Nonoy said...

Merun pala yan ngayun? wala kaming ganitung script dati; o baka absent lang ako ng binigay to; hehe; Nice post Jom.:-)

joe said...

awesome script jomi! I like the tech support one.

rose said...

hey so thankful that i've found this site ..i was really looking for a site that is giving such tips to help people who desires to find an effective career by being a call center agent...i am not that good enough to have all of those requirements to be an agent...but with this kind of help...? i know i could be someday!!..thank you ..i'll follow every updates you will have through subscribing via email... : )

Anonymous said...

by this article you are helping many of them to make their careers successful. keep it up! looking for more articles and tips like this.


Anonymous said...


JeckLord said...

Good Morning. Pakidagdag naman po ung script kung pano itreat ung mga ANGRY CUSTOMERS na nagmumura,etc. Please... Gusto ko po kasi ulet mag-apply sa CONVERGYS eh, bumagsak ako nun sa Final interview with the Mock Call. Hindi ko kasi alam isasagot sa mga nagmumurang Customers. Huge Thanks po. :-))

jai said...

its nice dear ...can plz share same SCRIPT WITH SETUP BOX CONNECTION...

Anonymous said...

hi... this is really a best help for me since i am just a trainee.... but can u plz do another scenario regarding of credit card was lost or stolen.

Anonymous said...

Well said yokel. ;)

ryan barroga said...

are they going to have a mock calls for the second interview of a call center agent?

Anonymous said...

thanks for this! :)

Anonymous said...

Thank you so much for the tips. Im planning to apply this week for a call center agent. Im reading your post and it is very helpful. I hope i can make it. Ive been preparing hard for this.

Anonymous said...

hi, im already on a training and tomorrow we'll have a mock call. thank you for the tips and the script. its really helpful. God bless

kimby said...

@isp101 do you know how to make customers relax? like how to keep the conversation cool when they are really pissed. i really need your help. thank u

Anonymous said...

This gives a lot of help!!! Thank you so much!

Anonymous said...

its a big help for me! thanks :)

carlo sebastian Cardoza said...

Very helpful script lines. preparing and practicing as full-pledge call center agent :)

leo bahag said...

its helpful..!!

Anonymous said...

hi there! this is a very helpful blog. is it possible if u could also write some mock calls about putting a caller on hold? thank you

Anonymous said...

Thank you so's a big help for those who doesn't have experience for this mock calls scenario...Can you give us more scenario about Telephone services or purchasing a plan or phone.

Anonymous said...

this is actually a good reviewer for those CALL CENTER VIRGIN's like me hahaha :) it help's me a lot tnx for this very helpful blog.:)

Gerald Talampas said...

me as a newbie in a call center it can help me a lot to know how to handle calls with excellent customer service. Thanks!

Anonymous said...

Thanks for this. Can u also give example on mock-ups email? Thank You! :)

Jam Kyot said...

is there anyone here who knows the mock call for tech support at convergys :( please help

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