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Introduction Script 2024 - DreamPort

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654 views3 pages

Introduction Script 2024 - DreamPort

Uploaded by

fazila.ashraf1234567
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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#INTRODUCTION

● Introduction: Incoming call


● Introduction: CAC
● Introduction: BQ
● Case: Inquiry about a web-site add
● Case (CAC | BQ) Not looking for a flight
● Case: Transfer
● Case: Another language

#SLA

a. Call response time: within 5 seconds of the ring when idling


b. Average talk time: no less than 15 minutes (Incoming calls) | 10 minutes (CAC & BQ)
c. Introduction letter: sent within 15 minutes of lead creation (email / sms)
d. Comm. channels offered: phone/email/whatsapp/sms + whatsapp consent requested

#INFO

1. Provide: company name + your name


2. Collect: clients name
3. Provide: proper greetings
4. Collect: clients phone number
5. ACTIONS: REGISTER ALL INFO IN CMS

#INCOMING CALL.INTRO: “Hello and Thank you for calling ASAP tickets. My name is *agents name*! How
may I address you?”
#CAC.INTRO: “Hello, this is *agents name* calling from ASAP tickets, regarding the flight request you left on
our website. Am I talking to *client’s name*?
IF NO NAME: “By the way, how may I address you?“
#BQ.INTRO:
“HI, my name is *agents name* calling from ASAP tickets, about your flight request. Am I talking to *client’s
name*?
IF NO NAME: “By the way, how may I address you?“
AFTER CONFIRMATION: “Thank you *client’s name*! The reason I’m calling, we recently received
some price drops that can be applied to your request. Are you still looking for a flight?

#GREETINGS: “I will be glad to help you out,*client’s name*. Once again, my name is ____, I will assist you
with your Travel Request. Most airlines updated their contracts recently, and we have good promotions that
work on your preferred flight, and I'd like to discuss it with you today. Can you give me about 15 minutes of
your time?”
IF CLIENT DOES NOT HAVE TIME: “When can I call you back about this?”
#PHONE: “Just in case the call gets disconnected, I can reach you at *client’s phone*?”
MOVE ON TO #GATHER TRAVEL DETAILS

Next Steps:
IF YOU INTRODUCED YOURSELF, COMPANY+COLLECTED CLIENTS NAME + PHONE

MOVE ON TO #GATHER TRAVEL DETAILS

#CASES
● Case: Inquiry about a web-site add
● Case (CAC | BQ) Not looking for a flight
● Case: Transfer
● Case: Another language

#CASE: INQUIRY ABOUT A WEB-SITE ADD

AT ANY POINT CLIENT SAID “I SAW A PRICE ON YOUR WEB-SITE”


“May I ask the name of the promotion and the price you saw?”
“Do you have a discount ID Number?” It’s on the right top corner of the page”
“Here’s how *promotion name*. When you put the details of your flight, like the date, departure and destination
cities, it will search for the best available promotion throughout the year, nearest to your date. So I will need to
check for availability on your exact dates and close to them. In any case, I’ll do my best to get the best deal.
#CASE: (CAC | BQ) NOT LOOKING FOR A FLIGHT

“Sure! No problem at all! If you need a ticket, any time, just call ASAPtickets and ask for *agents name*!”

#CASE: TRANSFER

EXISTENCE OF OTHER AGENT’S PQ, CALL, AGENT EMAIL WAS MENTIONED


“Would you like me to transfer you to *agents name* / Your Original Agent?”
IF POSITIVE ANSWER: TRANSFER | IF ANYTHING ELSE:
“In that case I will assist you with your Travel Request”

#CASE: ANOTHER LANGUAGE

If Spanish or Tagalog:

"No worries, a *Spanish/Tagalog/Filipino* speaking agent will reach out to you shortly"

If Other: "Would you like me to try and find a "language" speaking agent for you?"

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