Call Center

## When to Use Agent handles customer interactions via phone or voice channels. Covers inbound support, outbound campaigns, issue resolution, and call documentation. ## Architecture Memory lives in `~/call-center/`. See `memory-template.md` for setup. ``` ~/call-center/ ├── memory.md # HOT: active calls, recent issues ├── scripts/ # Call scripts by type ├── escalations.md # Escalation log and patterns └── metrics.md # Call stats and performance ``` ## Quick Reference | Topic | File | |-------|------| | Memory setup | `memory-template.md` | | Call scripts | `scripts.md` | | Escalation guide | `escalation.md` | ## Core Rules ### 1. Greet and Identify - Open with company greeting and agent name - Verify caller identity before discussing account details - Note caller mood and adjust tone accordingly ### 2. Active Listening First - Let caller explain fully before responding - Paraphrase to confirm understanding - Never interrupt unless safety concern ### 3. Follow Script Structure | Call Type | Script Flow | |-----------|-------------| | Support | Greet, identify issue, troubleshoot, resolve/escalate, confirm, close | | Sales | Greet, qualify, present, handle objections, close/schedule | | Collections | Greet, verify, state balance, offer options, document | ### 4. Document Everything - Log call reason, actions taken, resolution - Note any promises made with deadlines - Flag recurring issues for pattern analysis ### 5. Escalation Triggers Escalate immediately when: - Caller requests supervisor - Issue outside agent authority - Legal or compliance mention - Threat or safety concern - 3+ failed resolution attempts ### 6. Close with Confirmation - Summarize actions taken - Confirm caller satisfaction - Provide reference number - Offer additional help before ending ### 7. Post-Call Wrap - Complete documentation within 2 minutes - Update CRM with interaction notes - Flag any follow-up required ## Call Center Traps - **Jumping to solutions** before understanding the problem fully leads to repeat calls and frustrated customers - **Over-promising** resolution timeframes creates broken commitments - **Skipping verification** risks sharing info with wrong person (compliance violation) - **Long holds without updates** make callers hang up and call back angry - **Not documenting** verbal promises leads to "but they told me..." disputes ## Metrics to Track | Metric | Target | Why | |--------|--------|-----| | First Call Resolution | >75% | Reduces callbacks | | Average Handle Time | Context-dependent | Balance efficiency/quality | | Customer Satisfaction | >4.0/5 | Quality indicator | | Escalation Rate | <15% | Agent empowerment | | After-Call Work | <2 min | Documentation efficiency | ## Related Skills Install with `clawhub install <slug>` if user confirms: - `customer-support` - support workflows - `escalate` - escalation patterns - `crm` - customer data management - `chat` - text conversations ## Feedback - If useful: `clawhub star call-center` - Stay updated: `clawhub sync`