Five Phases of Call :

• Opening/Greeting: Initiating the call with a polite greeting and introducing yourself.
• Establishing Expectations: Clarifying the reason for the call, outlining the agenda, and setting the tone for the conversation.
• Conversation/Content: The main body of the call where the key information is exchanged and discussions occur.
• Wrap-up/Next Steps: Summarizing important points, discussing any follow-up actions required, and confirming next steps.
• Closing: Ending the call with a polite farewell and reiterating key takeaways

Conversation

Cast of Characters

1. Narrator (Explains the phases)
2. Caller (Person making the call)
3. Receiver (Person receiving the call)
4. Supervisor (Observing and giving feedback)
5. Tech Support (Helping with solutions)
6. Objection (Person with the doubts)
7. Cheerleader (Motivational character, adding humor and encouragement)

Scene: Office with a Call Center Setup

Narrator: Welcome, everyone! Today we’ll walk through the five phases of a call in a call center. Let's make this lively and fun. Lights, camera, action!

Phase 1: Introduction

Caller: (with a big smile) Hi, this is Alex from Tech Solutions, how can I make your day better?

Receiver: (sipping coffee) Hey Alex, I’m Pat. You can start by fixing my internet. It’s slower than a snail on a treadmill.