BPO Training Script Guide with
Scenarios
1. Training Phase
Lesson: Call Flow
CALL FLOW STEPS:
1. Greeting
2. Verification
3. Probing
4. Resolution
5. Recap
6. Closing
Sample Script:
Agent: Thank you for calling [Company Name], this is Mark. May I have your name, please?
Customer: I'm Jane.
Agent: Thank you, Jane. May I verify your account number or registered phone number?
(Verification...)
Agent: How may I assist you today?
Customer: I was overcharged on my last bill.
Agent: I understand how that can be frustrating. Let me check that for you.
(Check system and explain issue clearly)
Agent: It looks like you were charged for a double subscription. I’ve already reversed the
extra charge.
Customer: Thank you.
Agent: You're welcome. Just to recap, I’ve refunded the extra charge and your balance is
now updated.
Is there anything else I can help you with today?
Customer: No, that’s all.
Agent: Thank you for calling [Company], have a great day!
2. Nesting Phase
Scenario: Handling a Billing Complaint
Customer: I paid my bill but it's still showing unpaid!
Agent: I’m really sorry for the inconvenience. Let me pull up your record to see what’s going
on.
(Check system)
Agent: I see your payment was received but posted late. I’ll mark your account as paid now
and remove the late fee.
Customer: You better! This is ridiculous.
Agent: I understand your frustration, and I appreciate your patience. I’ve fixed the issue and
it won’t happen again.
Customer: Okay, thanks.
Agent: Just to confirm, your account is now up to date and no additional charges will apply.
Thank you for calling [Company].
Scenario: Technical Issue
Customer: My internet has been down since last night!
Agent: I’m sorry to hear that. Let me run a quick test on your connection.
(Test system)
Agent: There’s an outage in your area that our technicians are already working on. It should
be resolved within 2 hours.
Customer: This is the third time this month.
Agent: I completely understand your concern. I’ve added a note to your account and
credited one day of service as compensation.
Is there anything else I can do for you today?
Customer: No.
Agent: Thank you for calling and for your understanding.
3. OJT Phase
Scenario: Irate Customer (De-escalation)
Customer: You people keep messing up my account!
Agent: I’m truly sorry about that. I want to make this right. Let me pull up your account and
take a closer look.
(Stay calm, use low tone)
Agent: I understand why you’re upset. Here’s what I can do — I’ll escalate this directly to
our account specialist and make sure it’s resolved today.
Customer: Fine. I’ll wait.
Agent: I appreciate that. I’ll personally follow up and call you back once it’s resolved. Is
there anything else I can assist you with now?
Customer: No.
Agent: Thank you for your patience and for giving us the chance to fix this.
4. Production Phase
Scenario: Full Call with Multiple Issues
Customer: I have three issues — I was overcharged, my delivery is late, and I can’t log into
my app.
Agent: Thank you for bringing this to our attention. Let’s go through them one at a time so I
can help you properly.
(Address each issue clearly, summarize after each)
Agent: I’ve refunded the overcharge, tracked your delivery — it’ll arrive tomorrow — and
reset your app password.
Customer: Thank you, that’s a relief.
Agent: I'm happy to help. Just to recap: your billing is corrected, your delivery is on the way,
and your login issue is fixed. Is there anything else?
Customer: Nope.
Agent: Thanks again for calling [Company]. Have a great day!