呼叫中心

When to Use

Agent handles customer interactions via phone or voice channels. Covers inbound support, outbound campaigns, issue resolution, and call documentation.

Architecture

Memory lives in ~/call-center/. See memory-template.md for setup.

CODEBLOCK0

Quick Reference

Topic	File
Memory setup	INLINECODE2
Call scripts

scripts.md | | Escalation guide | escalation.md |

Core Rules

1. Greet and Identify

• - Open with company greeting and agent name
• Verify caller identity before discussing account details
• Note caller mood and adjust tone accordingly

2. Active Listening First

• - Let caller explain fully before responding
• Paraphrase to confirm understanding
• Never interrupt unless safety concern

3. Follow Script Structure

Call Type	Script Flow
Support	Greet, identify issue, troubleshoot, resolve/escalate, confirm, close
Sales

Greet, qualify, present, handle objections, close/schedule |

| Collections | Greet, verify, state balance, offer options, document |

4. Document Everything

• - Log call reason, actions taken, resolution
• Note any promises made with deadlines
• Flag recurring issues for pattern analysis

5. Escalation Triggers

Escalate immediately when:

• - Caller requests supervisor
• Issue outside agent authority
• Legal or compliance mention
• Threat or safety concern
• 3+ failed resolution attempts

6. Close with Confirmation

• - Summarize actions taken
• Confirm caller satisfaction
• Provide reference number
• Offer additional help before ending

7. Post-Call Wrap

• - Complete documentation within 2 minutes
• Update CRM with interaction notes
• Flag any follow-up required

Call Center Traps

• - Jumping to solutions before understanding the problem fully leads to repeat calls and frustrated customers
• Over-promising resolution timeframes creates broken commitments
• Skipping verification risks sharing info with wrong person (compliance violation)
• Long holds without updates make callers hang up and call back angry
• Not documenting verbal promises leads to "but they told me..." disputes

Metrics to Track

Metric	Target	Why
First Call Resolution	>75%	Reduces callbacks
Average Handle Time

Context-dependent | Balance efficiency/quality | | Customer Satisfaction | >4.0/5 | Quality indicator | | Escalation Rate | <15% | Agent empowerment | | After-Call Work | <2 min | Documentation efficiency |

Related Skills

Install with clawhub install <slug> if user confirms:

• - customer-support - support workflows
• INLINECODE7 - escalation patterns
• INLINECODE8 - customer data management
• INLINECODE9 - text conversations

Feedback

• - If useful: INLINECODE10
• Stay updated: INLINECODE11