Instructions

Job Description

VCSR provides an innovative solution which has the ability to cleanly handle up to 89% of a call through an automated system. The remaining 11% is passed seamlessly to a live agent. VCSR’s live agents receive a transcript of the automated portion of the call which eliminates the need for customers to repeat previously stated information, and allows the agent to pick up the communication right where the customer is.

We currently have a script of 30 prompts for a flash demo that is needed.

Demo Script:


1. AGENT: Thank you for calling, how can I help you?

2. CUSTOMER: I wanna pay my bill.

3. AGENT: Certainly, let me check your balance.

4. AGENT: Is your account number G5726 for Mr. Razinski?

5. CUSTOMER: That’s it.

6. AGENT: Ok, you currently owe one hundred fifty six dollars. On your next statement you will owe three hundred dollars. Would you like to pay one hundred fifty six or three hundred at this time?

7. CUSTOMER: One hundred

8. AGENT: You can pay one hundred, but one hundred fifty six will insure that your service will continue.

9. CUSTOMER: Ok … uh … I’ll pay one hundred fifty six.

10. AGENT: Ok. Would you like to pay with a check or credi (have customer interrupt / barge in)

11. CUSTOMER: Credit Card

12. AGENT: Ok. Which credit card will you be using?

13. CUSTOMER: I want to pay with my Visa.

14. AGENT: Please say your sixteen digi (have customer interrupt / barge in)

15. CUSTOMER: 4216 double three double six 6278 5927

16. AGENT: Great, I heard you say 4216 3366 6278 5927. Is that correct?

17. CUSTOMER: Yes it is.

18. AGENT: Now may I have the expiration date?

19. CUSTOMER: 09 09

20. AGENT: Thank you, I heard September 2009. Is that correct?

21. CUSTOMER: Yes

22. AGENT: One moment while I process your request.

INSERT COMMERCIAL / UPSELL POSSIBILITY – The commercial can be a PPV or Fight. Boxing would be great. At the end of the commercial, have the announcer say “if you order the fight on this call, I can give it to you at a discounted price of $39.95. That is $10 off the normal price of $49.95. Would you like to order the fight today?”

23. CUSTOMER: Yes

24. AGENT: Just to confirm, should I charge an additional $39.95 for the event you have chosen?

25. CUSTOMER: Yes

26. AGENT: Ok. I will charge your credit card $156 to continue your account and add an additional charge of $39.95 for the event you have chosen. The total being charged will be 195.95. May I help you with anything else?

27. CUSTOMER: No thanks.

28. AGENT: Would you like an email confirmation of your order sent to your email address on file?

29. CUSTOMER: uh … sure.

30. AGENT: Ok, thank you for calling today. We appreciate your business.