Call Center

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.

~/call-center/
├── memory.md          # HOT: active calls, recent issues
├── scripts/           # Call scripts by type
├── escalations.md     # Escalation log and patterns
└── metrics.md         # Call stats and performance

Quick Reference

Topic	File
Memory setup	memory-template.md
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
• escalate - escalation patterns
• crm - customer data management
• chat - text conversations

Feedback

• If useful: clawhub star call-center
• Stay updated: clawhub sync