Voice Calls

    Call Configuration:
    Purpose: Qualify inbound lead for enterprise software
    
    Agent Instructions:
    - Confirm they are the decision maker
    - Ask about current solution and pain points
    - Determine budget range ($10K-$50K-$100K+)
    - Identify timeline for implementation
    - Assess fit for our solution
    - Schedule demo if qualified, otherwise nurture
    
    Agent Personality:
    - Professional but friendly
    - Consultative, not pushy
    - Good listener
    - Respectful of their time
    
    Expected Outcome:
    - Lead qualification score
    - Next steps identified
    - Calendar invite for demo (if qualified)

    Call Purpose: Schedule product demo
    
    Agent Tasks:
    1. Confirm contact is interested in demo
    2. Explain what demo will cover (15 min)
    3. Offer 3 time slots based on their timezone
    4. Handle rescheduling if needed
    5. Confirm email for calendar invite
    6. Send confirmation immediately after call
    
    Handling Objections:
    - "Not interested": Ask what changed, offer resources
    - "Too busy": Offer shorter 10-min overview call
    - "Need to check with team": Offer to call back, get date
    
    Success Metric: Meeting scheduled and confirmed

    Call Context: Following up on demo from last week
    
    Agent Script:
    1. Reference previous demo/conversation
    2. Ask if they had questions after reviewing
    3. Address concerns or objections
    4. Gauge interest level
    5. Propose next steps based on interest:
       - High interest: Discuss pricing, timeline
       - Medium interest: Provide case studies, schedule follow-up
       - Low interest: Thank them, offer to stay in touch
    
    Information to Gather:
    - Decision-making process
    - Other stakeholders involved
    - Timeline expectations
    - Budget approval status

    Survey Purpose: Post-purchase satisfaction (CSAT)
    
    Questions:
    1. How satisfied are you with your recent purchase? (1-10)
    2. How easy was the ordering process? (1-10)
    3. How would you rate product quality? (1-10)
    4. How likely are you to recommend us? (NPS: 1-10)
    5. What could we improve?
    6. Any other feedback?
    
    Agent Behavior:
    - Thank them for purchase
    - Keep survey brief (under 3 minutes)
    - Listen to open-ended feedback
    - Note any issues for follow-up
    - Thank them for their time
    
    Data Collection:
    - Record all numeric scores
    - Transcribe qualitative feedback
    - Flag urgent issues for immediate attention
    - Calculate NPS and CSAT scores

    Reminder Call: Upcoming appointment confirmation
    
    Agent Script:
    1. Confirm identity
    2. Remind about appointment:
       - Date and time
       - Location or video link
       - What to bring/prepare
    3. Ask if they can still make it
    4. If yes: Confirm and thank them
    5. If no: Offer to reschedule, get new time
    6. Send confirmation text/email
    
    Timing: Call 24-48 hours before appointment
    
    Handles:
    - Confirmations
    - Rescheduling requests
    - Cancellations (log reason)
    - Questions about appointment

    Update Type: Service disruption notification
    
    Agent Message:
    1. Identify themselves and company
    2. Explain reason for call
    3. Describe the service issue/update:
       - What is affected
       - When it will occur
       - How long it will last
       - What they need to do (if anything)
    4. Answer questions
    5. Provide reference number
    6. Apologize for inconvenience (if applicable)
    
    Keep concise and informative
    Log any customer concerns for follow-up

    Research Topic: Product-market fit assessment
    
    Survey Questions:
    1. What tools do you currently use for [task]?
    2. What are your biggest challenges with [process]?
    3. How much do you spend annually on [category]?
    4. What features are most important to you?
    5. How do you currently solve [problem]?
    6. Would you be interested in [solution concept]?
    7. What would you pay for [solution]?
    
    Agent Guidelines:
    - Neutral tone, not selling
    - Allow open-ended responses
    - Probe for details on interesting points
    - Respect if they decline to answer
    - Keep under 10 minutes
    
    Incentive: Offer $25 gift card for participation

    Event: Webinar on [Topic]
    
    Call Purpose:
    1. Confirm they registered for webinar
    2. Remind of date/time
    3. Ask what topics they're most interested in
    4. Answer questions about event
    5. Confirm they'll attend
    6. Send calendar invite and joining link
    
    If can't attend:
    - Offer to send recording after
    - Suggest alternative date if series
    - Keep on list for future events
    
    Collect: Attendance confirmation, topic interests

    Verification Call: Annual contact update
    
    Information to Verify:
    1. Confirm name and title
    2. Verify company name
    3. Confirm phone number
    4. Verify email address
    5. Confirm mailing address
    6. Ask for any changes
    
    Update records in real-time
    Flag any discrepancies
    Thank them for their time
    
    Duration: 2-3 minutes maximum

    Reminder: Outstanding invoice
    
    Agent Approach:
    1. Polite, non-confrontational tone
    2. Mention specific invoice:
       - Invoice number
       - Amount due
       - Original due date
    3. Ask if there are any issues with payment
    4. Offer payment options
    5. Set follow-up date if needed
    6. Thank them for their business
    
    Handle Responses:
    - "Already paid": Verify and apologize
    - "Will pay soon": Get specific date
    - "Dispute": Transfer to accounts team
    - "Financial difficulty": Discuss payment plan