Call Center

Handle customer calls with scripts, issue resolution, escalation protocols, and interaction logging.

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.

text

~/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