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Call center English, English for Call Centers | Role Play Practice

English for Call Centers | Role Play Practice

Call Center English - Role Play

CONVERSATION #1 Call center agent and Customer

Agent: Hello.Thank you for calling Acme Technology Company.My name is Carol.How may I help you?

Customer: Hi Carol.I'm having trouble with your computer program.

Agent: I can help you with that, sir.What kind of problem are you having?

Customer: I'm having trouble installing the program.

Agent: I'm sorry about the difficulties you're having.I'll try my best to help you solve the problem.

Customer: I am trying to install it on both Windows and Linux.

Agent: I see.That's a little complicated.Would you mind if I put you on hold for a minute? I need to check on the code.

Customer: OK.That's fine.

Agent: Thank you, sir.Please hold for a minute.

Agent: Hello sir, thank you very much for holding.I'm sorry, but could I transfer you to my supervisor?

Customer: Sure.That's fine.

Agent: I appreciate it.I will transfer your call now.

Call Center English - Role Play

CONVERSATION #2

Agent: Hello.Thank you for calling Spirit Systems.This is Tom speaking.How can I assist you?

Customer: Hello.I recently bought a new computer, and I'm having trouble loading your software.

Agent: Alright ma'am.Could you please tell me which version you are trying to load?

Customer: It's the GR something.Hold on a sec…I'm trying to find the version of the program.

Agent: Sure.Please take your time.

Customer: It is the GR-5 Turbo.

Agent: Thank you for that, ma'am.The GR-5 Turbo.I'm sorry about the troubles you are having.I'll try my best to help you solve the issue.

Customer: Alright.Thank you.

Agent: Ma'am, which operating system are you currently using?

Customer: I'm on a Mac, and the OS is Mount Tam.

Agent: I see.Could I please put you on hold for a few minutes? I need to speak with technical support.

Customer: OK.But, I need to get back to work soon.

Agent: I completely understand.It should only take a couple of minutes.

Customer: OK.Thanks.

Agent: Thank you very much for holding ma'am.I think I found the problem.

Customer: Great.Please tell me.

Agent: I apologize, but our company has not yet released an update for that OS.However, It will be available early next week.

Customer: Ah, now I understand.Well, that explains it!

Agent: On behalf of our company, I am very sorry for the delay.Please check our website for the update next week.

Customer: OK.I'll do that.

Agent: Is there anything else I can assist you with today?

Customer: No, that should do it.

Agent: Thank you very much for calling, ma'am.

Customer: Yeah, OK.Thanks for looking into it.

Agent: Thank you again, ma'am.Goodbye.

Call Center English - Role Play

CONVERSATION #3

Agent: Hello.Thank you for calling Horizon Mobile.My name is Sarah.How can I help you?

Customer: Yes, my invoice for this month is double the amount from last month.I think there is an accounting mistake.

Agent: Oh, let's look into this.May have your full name, and phone number, please?

Customer: Yes, it is Paul S.Thompson.My number is 619-563-9810.

Agent: Thank you, Mr.Thompson.For verification purposes, may I have your date of birth?

Customer: Sure, my date of birth is May 11, 1978.

Agent: Thank you, sir.Could you give me a minute to pull up your account information?

Customer: Sure, of course.

Agent: Thank you for waiting, sir.I found your last billing invoice, and it does appear there has been an error.

Customer: I thought so!

Agent: We are very sorry for the double billing.I will notify our accounting department and they will send a new bill.

Customer: How long will that take?

Agent: You should receive it in 3-5 business days.

Customer: OK.Could you tell me my current balance?

Agent: Yes, of course, sir.Your current balance is $87.16

Customer: OK.That sounds about right.

Agent: Is there anything else I can assist you with today?

Customer: No, that should do it.

Agent: Again, I apologize for the error.Thank you very much for calling, Mr.Thompson.

Customer: Thanks for getting that sorted out.

Agent: It was my pleasure, sir.

Customer: Goodbye.

Agent: Goodbye.


English for Call Centers | Role Play Practice Angleščina za klicne centre | Vaja igranja vlog

Call Center English - Role Play Klicni center angleščina - igra vlog Call Center English - Рольова гра

CONVERSATION #1 РОЗМОВА №1 Call center agent and Customer Zastopnik klicnega centra in stranka Агент кол-центру та клієнт

Agent:  Hello.Thank you for calling Acme Technology Company.My name is Carol.How may I help you? Zastopnik: Pozdravljeni. Hvala, ker ste poklicali Acme Technology Company. Moje ime je Carol. Kako vam lahko pomagam? Агент: Привіт. Дякуємо, що зателефонували до компанії Acme Technology. Мене звати Керол. Чим я можу вам допомогти?

Customer: Hi Carol.I'm having trouble with your computer program. Stranka: Živjo Carol. Imam težave z vašim računalniškim programom.

Agent:   I can help you with that, sir.What kind of problem are you   having? Agent: Pri tem vam lahko pomagam, gospod. Kakšne težave imate? Агент: Я можу вам у цьому допомогти, сер. Що у вас за проблема?

Customer: I'm having trouble installing the program. Stranka: Imam težave pri namestitvi programa. Клієнт: У мене проблеми з установкою програми.

Agent:   I'm sorry about the difficulties you're having.I'll try my best to help you solve the problem. Zastopnik: Žal mi je za težave, ki jih imate. Potrudil se bom, da vam pomagam rešiti težavo. Агент: Вибачте за труднощі, які у вас виникли. Я докладу всіх зусиль, щоб допомогти вам вирішити цю проблему.

Customer: I am trying to install it on both Windows and Linux. Клиент: Я пытаюсь установить его и на Windows, и на Linux. Stranka: Poskušam ga namestiti v Windows in Linux.

Agent:   I see.That's a little complicated.Would you mind if I put you on hold for a minute? Агент: Понятно. Это немного сложно. Вы не возражаете, если я задержу вас на минутку? Agent: Razumem. To je malo zapleteno. Bi vas motilo, če vas za minuto pustim na čakanju? I need to check on the code. Moram preveriti kodo.

Customer: OK.That's fine.

Agent:   Thank you, sir.Please hold for a minute. Agent: Hvala, gospod. Prosim počakajte za minuto.

Agent:   Hello sir, thank you very much for holding.I'm sorry, but could I transfer you to my supervisor? Агент: Здравствуйте, сэр, большое спасибо, что задержались. Извините, могу я перевести вас к моему начальнику? Agent: Pozdravljeni, gospod, najlepša hvala za držanje. Oprostite, a vas lahko premestim k svojemu nadrejenemu?

Customer:  Sure.That's fine.

Agent:   I appreciate it.I will transfer your call now. Agent: Cenim to. Zdaj bom preusmeril vaš klic.

Call Center English - Role Play Klicni center angleščina - igra vlog

CONVERSATION #2

Agent:   Hello.Thank you for calling Spirit Systems.This is Tom speaking.How can I assist you? Agent: Pozdravljeni. Hvala, da ste poklicali Spirit Systems. Govori Tom. Kako vam lahko pomagam?

Customer:  Hello.I recently bought a new computer, and I'm having trouble loading your software. Stranka: Pozdravljeni. Pred kratkim sem kupil nov računalnik in imam težave pri nalaganju vaše programske opreme.

Agent:   Alright ma'am.Could you please tell me which version you are trying to load? Agent: V redu, gospa. Mi lahko prosim poveste, katero različico poskušate naložiti?

Customer: It's the GR something.Hold on a sec…I'm trying to find the version of the program. Stranka: To je nekaj GR. Počakaj malo ... Poskušam najti različico programa.

Agent:    Sure.Please take your time. Агент: Конечно. Пожалуйста, не торопитесь.

Customer: It is the GR-5 Turbo.

Agent:    Thank you for that, ma'am.The GR-5 Turbo.I'm sorry about the troubles you are having.I'll try my best to help you solve the issue. Агент: Спасибо за это, мэм. GR-5 Turbo. Я сожалею о проблемах, с которыми вы столкнулись. Я сделаю все возможное, чтобы помочь вам решить проблему.

Customer: Alright.Thank you.

Agent:    Ma'am, which operating system are you currently using? Агент: Мэм, какую операционную систему вы сейчас используете?

Customer: I'm on a Mac, and the OS is Mount Tam.

Agent:    I see.Could I please put you on hold for a few minutes? I need to speak with technical support. Мне нужно поговорить с техподдержкой.

Customer: OK.But, I need to get back to work soon. Клиент: Хорошо. Но мне нужно скоро вернуться к работе.

Agent:    I completely understand.It should only take a couple of minutes.

Customer: OK.Thanks.

Agent:   Thank you very much for holding ma'am.I think I found the problem.

Customer: Great.Please tell me.

Agent:    I apologize, but our company has not yet released an update for that OS.However, It will be available early next week.

Customer: Ah, now I understand.Well, that explains it!

Agent:    On behalf of our company, I am very sorry for the delay.Please check our website for the update next week.

Customer: OK.I'll do that.

Agent:    Is there anything else I can assist you with today?

Customer: No, that should do it.

Agent:    Thank you very much for calling, ma'am.

Customer: Yeah, OK.Thanks for looking into it.

Agent:   Thank you again, ma'am.Goodbye.

Call Center English - Role Play

CONVERSATION #3

Agent:    Hello.Thank you for calling Horizon Mobile.My name is Sarah.How can I help you?

Customer: Yes, my invoice for this month is double the amount from last month.I think there is an accounting mistake.

Agent:   Oh, let's look into this.May have your full name, and phone number, please?

Customer: Yes, it is Paul S.Thompson.My number is 619-563-9810.

Agent:    Thank you, Mr.Thompson.For verification purposes, may I have your date of birth?

Customer: Sure, my date of birth is May 11, 1978.

Agent:    Thank you, sir.Could you give me a minute to pull up your account information?

Customer:   Sure, of course.

Agent:   Thank you for waiting, sir.I found your last billing invoice, and it does appear there has been an error.

Customer: I thought so!

Agent:    We are very sorry for the double billing.I will notify our accounting department and they will send a new bill.

Customer: How long will that take?

Agent:  You should receive it in 3-5 business days.

Customer: OK.Could you tell me my current balance?

Agent:    Yes, of course, sir.Your current balance is $87.16

Customer: OK.That sounds about right.

Agent:    Is there anything else I can assist you with today?

Customer: No, that should do it.

Agent:   Again, I apologize for the error.Thank you very much for calling, Mr.Thompson.

Customer: Thanks for getting that sorted out.

Agent:    It was my pleasure, sir.

Customer:   Goodbye.

Agent:   Goodbye.