Billing Account Mock Call Script | Late Payment Penalty

In this detailed billing mock call, you'll learn how to write a confirmation email, create internal notes, see an ACW (After-Call-Work) demo, how to put a customer on hold, when to confirm a customer's account, and most importantly, how to break a bad news to your customers.
SHORT VERSION OF THIS MOCK CALL: • Mock Call Sample Scrip...

[@Kwestyon]

Here's the call of Cersei calling for the SECOND TIME for THE SAME issue: kzbin.info/www/bejne/g6Cmo4SDpZhjh8k . This time, Candace won't be able to give her any solution due to the company policy. Yes, this one's harder but you'll learn a lot (including how to de-escalate a sup call ( supervisor call).

[@ceciliacastillo4374]

You need to pin this comment so everyone can see it first. Thank you Sheena your videos help me improve my English

[@Kwestyon]

Thanks. I forgot to pin this. Thanks for watching, Cecilia! ❤️

[@janelipian8463]

9

[@mijaresmarcjustinrae]

Hi I notice your mic is loud and clear the question is where did you buy and what is the brand of the mic thanks. Also I'm thanking you for making this videos for us starters in call center 🙏👍

[@jorgesalmeron3073]

Hello! Do you have a podcast???

[@pauljohnsoriano6086]

I was thinking why some agents are not skipping steps of the call flow is because it's a requirement for them to mention it on every call in order to meet the quality monitoring score. Personally, even though I was advised to follow the step-by-step in the call flow in order to get a 100% QA score, I always still skip some of the steps because I want to show my caller that I am the right person to help them by answering their questions. I want to leave an impression that I make sense and handling my calls in a timely manner. 😋

[@FanteFane]

Hi would you like to take a shower with someone else?😮😮

[@musicroaster1311]

Wow 😳 can we talk about how much the effort and knowledge that she puts in this video.. i am a new subscriber now cause she deserves it.. thank you! It’s big help for me! 😀

[@joshuapaulito4608]

Everything were perfectly said. Apparently, you do really practice "reading between the lines", you didn't leave any unsettled question in my mind. Superb :)

[@mstrabajales7868]

Watching this again and again until i learn. I can't wait for another mock call irate version 😅

[@user-yumpotz]

Your so addicting to listen. Worth every seconds because I'm learning a lot.

[@shielamarieloquellano9334]

💯

[@arjobernardo1035]

Same here ☺️

[@almancera3630]

I agree!! ❤️

[@eeyyjemeymeeey5827]

I definitely agree with this @4:00. When i was working as a CSR, we have to follow the call flow NO MATTER WHAT in order to have a good rating QA. Although the customers question is not account related and can be answered right away, we really have to follow the call flow and need to verify the account (for security purposes) before we provide assistance to the CS.

[@ravinosaurus]

your account sounds familiar. Actually this is also what my account imements, but not as strict as in your case since we are allowed to provide general information if ever we still haven't validated the customer's account

[@chrisd_85]

This is why working in a call centre is shit. Your not allowed under no circumstances to step away from the call flow/script. Your made to feel and sound like a fucking robot.

[@malcysadventure7402]

You talk very cool unlike the other bloggers,they talk so intense and its make me feel more nervous while listening to their tips,keep uploading thank you

[@marklesterlapingcao141]

This is quality content! 👌 A lot of BPO companies force agents to always follow the call flow no matter what and this results to poor customer service and it also makes the customer irate. Thank you for clarifying this 👌

[@cristyobeda8524]

Hi Ate Shiena. I'm a newbie in this industry and i was going to start my training this Sunday. I've been watching your vlogs a month ago when i decided to change my career, I used to be a cashier in the fast food chain also just like you for almost 5yrs ;). Thank you for sharing your skills to us and it helps a lot! I just want to add that YOU keep me motivated to pursue in this industry even though i am not fluent in English ;) Thank you and keep safe!

[@amirahreivenjoyceruz3838]

what company po kayo nag apply??

[@ma.cherylbandivas6764]

I'm newbie in bpo and I'm on my way on my training and this month of dec we start our mockcall but no score yet hopefully I can make it right.thank you kwestyon,all your blog about BPO really a big help for us like me a newbie and eager to work and learn in bpo industry.god bless and wish me luck to pass my 3 months training.hope you recognize my comment.

[@imperez669]

Most callers i talk to comments that they get frustrated a lot cause the rep they just spoke to seems to either have no idea what they're doing & the most honest was that their English is so poor.! Im really grateful with your tips Candace,.it helped me a lot. Im sure one of the main reason cx thinks reps dont know proper English is because they follow the Call Flow to a T. I learned from you, that first,, its a conversation. The cx doesnt have a "call flow" to follow.,so we need to speak w/them & not just throw spiels at them. It embarasses me, too, since im in the same company & i hope these people get to view your videos..! 😂😅

[@hanelramirez1775]

hello, candace. thank you for the lovely effort you put into your videos, I've been learning a bunch of tips with you, so even though I'm not working on an English project you inspire me to do so !!! you are the best keep it up !!!!!!

[@albertorayala3554]

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[@brittanygray5242]

I really appreciate you making this video it has been very helpful god bless you sending love from Jamaica

[@mervinbesmonte3464]

Hi Sheina! Its a great timing that you made this video.. Our mock call training goes same way like this. Thanks again! Stay safe and May God Bless you always!

[@josedeguzman__]

This will help me a lot bc I'm planning to join the BPO industry soon. Thanks for your videos. They're very informative.

[@jrage7082]

Kahit wala ako sa voice account nakikinig p din ako hahha... ang ganda lage ng samples at explanation nyo... ❤❤❤

[@RhenhartLosaria]

I love this kind of customer's attitude.

[@manuelcheung2917]

It's my OJT later, Shiena, at Sutherland. I am already a veteran agent and I love listening to your vlogs. You will be my role model.

[@edmiller3221]

You are right but my QA keeps bothering with the callflow and my bonus depends on it. A lot of times we don't know who is the boss. The client, the account or the call center. As an agent we have to serve. Call centers should do something to keep their agents.

[@mervinmercado4755]

Your right, QA vs ATH

[@carlos-rh9lq]

I just can't say thank you enough for this beautiful video, this type of videos are just helping me to build really strong roots for my future call center application.

[@danBg543]

Sheena and Candice the best twins. Lol . Hats off to you. Exceptional job...

[@marvintyronmalteamutan9958]

my personality is beigh direct to the point without sugar coating im preparing for mock calls waiting for your

[@josephramos980]

the problem sometimes with the remarks and takeaways wasn't conscise and it's incomplete. thus gives confusing thought for the next agent who would read it. however, in some other instances you have had a little info or details about what just happend then. what an informative and interesting topic ma'am your such a big help and blessing for like us newbie.keep it coming.😘🙏

[@Kwestyon]

True! And the one who suffers is the next agent.

[@erwinpanganiban2788]

Very informative, this will help a lot of wannabe call center agents in the future,

[@markranises4233]

I couldn't imagine I was able to finish this 36-minute video with a smile on my face. It just brings back those memories when I was working in BPO. Anyways, kudos to the content creator for this amazing, well-explained and informative video.

[@Kwestyon]

❤️❤️❤️ thank you!

[@just-me7324]

I'm not a call center agent but I experience this call, btw I'm a sales agent in a telecom company, and my mistake is I didn't answer directly of what the customer ask. Instead I followed the next step on how to make a conversation with customers. But I quit my job as a sales agent and I will try to apply in a BPO company to experience, how call center do. I'm incoming 3rd year college this year. Hehehe, I want to challenge myself and gain knowledge also about the work environment. ☺️

[@NinaNaculangga]

Really like the voice. When I have time I watch your videos. I learned a lot.

[@jadedanao5779]

Thank you candence for always satisfying my day listening to you...i always be with you until i understand the flow of being call center agent...and i always saw your videos for any tips that can help me to enhance my english language..

[@chessmadness814]

i just descovered your channel, and i appreciate all this valuable info youre giving to us. im learning a lot, thanks!

[@anthonydones949]

Thank you so much for doing th❤ese videos I appreciate the help that your videos have given my wife she just started her training for a work from home scustomer service job.

[@xerderramas1839]

Hello I just wanna ask if it's okay for the customer to spell out her name from his first name up to his last name cause mostly some of the clients over the phone talks so fast that you don't even understand what they are saying -thankyou 😊

[@metalmafia875]

Im struggling with my non-talk time. I wish u can tackle about how to lower that down in ur future videos. Ur channel really helps. I unsubscribe all channels pertaining callcenter and only left this hehe im a fanatic! More power to u pls keep those videos coming coz u help a lot of people who plans or work in BPO Industry

[@Kwestyon]

Hello there and thank you! Are you talking about dead air? If so, I have a video about that here: kzbin.info/www/bejne/Zpe2nnudhLasabM

[@metalmafia875]

@@Kwestyon Thanks for your reply. Will watch the video again i must've missed something. And by the way I love how u speak i wish I have same accent as u do.

[@nadare_44velascon3]

I like you sheena the way you speak!

[@nejihyuga9945]

seriously, your voice is soothing like an ASMR

[@francisconivero2915]

your so interesting to watch your very helpful to those aspiring callcenter agent .keep creating callcenter related videos ..thumbs up!!

[@heiranavarro8071]

Thank you so much for your help...It really help me alot with my application and training with a call center company..☺️☺️

[@kevincaedeleon2608]

hi, first of all thank you for this video for sharing some ideas but i just wanna add a comment with regard to the call flow which includes the confirmation of the account, well it is necessary for AT&T account to verify prior answering the close ended question of the customer it is because we need to have a documentation after the call of what the customer concerns all about. So i must say that it depends on what LOB you are handling in.

[@Kwestyon]

Yes, you're right. At the end of the day, you gotta follow your LOB's protocol.

[@mackybumanlag8037]

ITS HELPS ME A LOT, AS AS ASPIRANT CCR . MORE POWER !!!!

[@josephauguis2236]

Watta soothing beautiful talking voice.... your accent is superb!

[@hanimahassan3426]

I dont know how to thank you. Your making my life easy as a newbie.. Thank you keep up the Good work..

[@redred0921]

I agree with you because it's a general question that can simply answered with YES or NO.

[@christianjaravata2128]

Ang cute nung short giggle after ng call😆 I certainly love your sample mock calls! Also almost all of your contents, even though I haven't watched 'em all yet. I know that would be all educational. Because I will be applying in a call center next week! Bumping to this kind of creator in youtube was never a time wasting experience.

[@charlesjeffersonbetonio6094]

Your so Good in Explaining ur not using to deep words I like it it's wonderful I'm only a grade 10 student but I understand it all I learn a lot in every videos I watched I learn a lot better than school hahahahahahah I'm very thankful I saw your KZbin channel

[@joachimbermoy1804]

I'll learn alot because of this video, as a newbie this video help alot because i don't have any experience about call center. I hope make more videos to help other newbie just like me❤️😊

[@ronelbautista7470]

Iloveyou, you really making things easy for those who dreams to work in business process outsorcing.

[@mariaurriola6133]

How much time did you work for a call center? I'm going to start my training and I'm completely frigthened. Nevertheless, I've watched some of your videos.

[@AnalynHisarza]

Nice Sheena very helpful, I am caregiver. But I need to build my communications if ever BPO available for me, thank you.

[@lourdesmedrano4376]

thanks! though i watched this a year later..😥 i really liked the way you talk😊😁

[@tvaddict-2023]

Awesome video. New subscriber here. I would certainly watch your videos. I'm learning a lot from it.

[@mstrabajales7868]

Maam Sheena, request po sana gawa din po kayo mock call irate costumer related sa telco account. Please? Thank you! ❤🥰😘

[@mackbye]

Hi, can you make a mock calls for healthcare account? Pleaseee! I would appreciate that. I am your fan :)

[@gleeannbernabe3310]

MORE MOCK CALLS PLEASE ☺️☺️ I PASSED MY INTERVIEW ON MY VERY FIRST BPO COMPANY. THE MOMENT I START WATCHING YOUR VIDEO AND I WAS ABLE TO ACE MY SECOND APPLICATION HERE ON MY CURRENT BPO COMPANY AND I ALWAYS RECOMMEND YOUR CHANNEL🥰🥰🥰🥰

[@Kwestyon]

Congratulations!!

[@minaru3661]

pinaka makatotohanan na mock calls na napanood ko. galing po lahat ata Ng sinabi ni cersi Bannister narinig ko na sa caller ko hehe kakamiss tuloy mag call.. pati mga litanya kuhang kuha haha lalo na Yung sa kesho di nila binabasa Yung terms and agreement. I wonder kung Pinoy si Cersie ang Ganda Ng accent e boses American talaga hehe..

[@Kwestyon]

Hihi.. Pinay si Cersei. :)

[@isayvillonvlog6959]

Hi! I understand all of your point here but you know we have a call flow to follow to our incentives or score card. I have this experienced that I fought with my QA because of I believe is wright. 😂

[@kentoliverpastor5290]

Thankyou po, sobrang helpful ng mga mga vids mo. Pasado po ako sa mock call kanina ♥️

[@jerstumc5033]

This felt so real hahaha. I'm the one freaking out and fully getting confused though.

[@ladygeebabadilla3290]

i learned a lot from your videos😮, very informative more powers to you ! 👍✨💪

[@sonny082008]

, great video,Q: in this video what if cx was irate in a hurry and after that call you received a negative survey feedback, how you will face to explain that? Is survey affect our stay in Bpo?

[@franciatoledo5863]

Ganda mo tlga candice at sheena. Love ko tlga voice nyo. Sana all

[@mariadelgado-cn1jg]

Hi candace , i really appreciate you doing this kind of vlog , 👍👍👍😘😘😘 Anyway i wanted to ask if you can include a senario about working in a mail order pharmacy whose costumers always agitated if they did not receive their orders thank you 🙏 and more power ❤️❤️❤️❤️

[@joiepiangco222]

Hi! I'm a new subscriber I would like to ask what kind of mic do u use :))

[@joiepiangco222]

and Work From Home Tools if is it okay? hehe thank you!!

[@Kwestyon]

Hello Joie! The mic Samson Q2u.:) As of the tools, nothing special. Just a laptop, headset, camera, and mic. :)

[@danielleoperario9410]

Hello kwestyon!!!! Thank you!!! Because of your videos, i passed the final interview! Sobrang laking impact ng videos mo sa application process ko. Sana marami pa yung taong matulungan ng videos mo. Thank youuu❤️❤️

[@Chilling688]

This is very helpful to me. Thank you

[@samtime2950]

..your videos are so helpful. Thank you very much..I love your voice 😊🧡

[@evelynvillanueva9199]

Thanks for the shared ideas❤️keep safe God bless

[@davidunmexicanoengrecia81]

In my job for now just i am having a chats, but i need to handle 2 chats at the same time. Then sometimes it is impossible to apply everything you are teaching here. Because you have just 2 minutes to say something after the customer send you a message, even if you keep the customers waiting you have say something in not more than 2 minutes. I don't know if you catch me what i mean? I hope you can make a video talking about that

[@madslawot]

I'm always watching your videos 😍im your new subscriber here😍😍😍And im connected now at iQor Philippines as CSR😍 Thank you so much😍Godbless you always😇

[@billiejanemaratas5483]

Thanks a lot Ms. Sheina this vid is very helpful for the beginners 🧡

[@ErvinAbellanosa]

I don't think so, we can definitely say this to the customer. Oh thank you so much from bringing this out to me but before that can I have your first and last name please. We need to verify every customer specially if they are asking about billings or any changes to the account

[@annettelee9179]

Thank you so much with this mock call, I appreciate you

[@chanexpatriciosongcovers]

I have a question... If you are now on the floor?? Or literally, working in a call center Is there a READY FORMAT ???

[@CareerHelpInfo]

Your voice is great, while listening I was like am I learning or inlove 😅😅😅😅😅 You have a great day 😁😁😁

[@yaramyahubenmoshe6192]

You are doing great work . Keep it up

[@ricardoperez6530]

I will be in a bank account, I'm pretty sure I will come across with this scenario. Thanks a lot. You have a new subscriber. God bless you 🙏

[@liamnoahkidstv8131]

Candice, Can you do the high billing issue, and the customer is confused of her bill. Thankyou

[@andrewbaldo6961]

Thank you bec.of you i was hired...

[@PaulamaePardilla]

Hi uhmm I'm your number one fan here.. and i want to be like you.. on how you speak English.. you know in this coming Tuesday I'm gonna take my first call and i felt nervous. Because I'm not actually good in English words and I'm scared of getting down I don't know what to do.. I'm practicing English words but its too difficult for me... 😔 I'm a newbie in this industry and i don't actually know what to do😔

[@johnelimpaulin8067]

Hi ex look alike 😉 nice to see u again.. im so happy to see you.. ☺️

[@KimoOysonFilmsBatangPutik]

my questions is if you did not follow the call flow , what about on the q.a. ? because qa will deduct your score if you did not follow the call flow..

[@macg.9836]

Hello! May I know what noise cancellation mic/headset is best used for WFH?

[@jesseelishah]

Hi Sheena! I’m a fan and I’m 40. Do you think I can learn the same accent that you have? Can you teach me how?☺️ cause I really love it! thank you

[@juliematias3024]

I learn a lot thank you....

[@yvonyaj5506]

Thank you again sheena💗💗 i dont skip the ad for you to upload more videos😘😘

[@Kwestyon]

Wow, thank you!

[@jamesmarshal6736]

I handle billing acct mam.. Thank you for helping us

[@leanneignacio2735]

Thank you for making this kind of vlog, i’ve learned a lot from you. ❤️

[@sheldoncooper7350]

By this mechanics, I would have been one of the top agents of our company. I've been doing this style for years but the company will say to do this and do that. Follow the call flow even it is illogical to the situation or what the customer said. Especially my previous Telco account that claims that they don't have a script and call flow to follow. Where you can make it up on your own because they want to be different they said. But they will still force you to do things that isn't necessary for the call but necessary for them. They prefer to prioritize the account (the company) than the customers. It's probably just the management that I was in. I don't know.

[@Kwestyon]

I feel you!

[@mervinmercado4755]

Correct, like for example cx only asking how to reset password on their account, I believe we dont need to say empathy, but yeah they still forcing us to do so. For me its illogical.

[@psalmuelgabutin262]

heelo maam thank you so much for this video planning to be cal center agent

[@royrentuza5553]

Hi, Just wanna ask you this, Im not so sure though but I think the right word is EXEMPTION ? enlighten me please. Thanks

[@gabrielaulrich572]

Thanks for the great tips.

[@uzumaki7th315]

hi ate,nice vid as always. by d way, u like game of thrones din pala.😁😁

[@ginkyvalenzuela8560]

Your customer name was Cersei Banister sound like Cersei Lannister in Game of Thrones😁, and I'm pretty sure that you are also fan of that show 🥰.

[@maryjunebacalso1832]

Hi shiena , can you make a mock call for retail account? im a newbie here. And its confusing me on what to do or what to expect in that account. Please help. :( That would be the account that im gonna handle when I'll be luckily pass my training. Thank you inday.

[@maryjunebacalso1832]

Specially WNS please. 😅😊

[@papaking6456]

Miss Shiena i really loved your videos i passed the interview and assessment yesterday and am done with my medical exam I am waiting for my schedule for training can you help me to develop more of my skills ? I am on a telco account and having nightmares about what if i encounter irate customers If ever i will be hired please i need your guidance so i could pass my training 🥰 watching from Cagayan de Oro thanks😘

[@Radhajivandasa108]

Do you have a mock call for Travel account???

[@dorothylim9772]

Hello! Are you familiar with american homeshield account?

[@scent4092]

Keep uploading please, thank youuuu

[@kikikurama2418]

sana po gawa din po kayo video about tips and prob or mockcalls for at&t account hehe

[@francissingzon9600]

Hello! Can you make a video about out of the box questions? By the way im not skipping ads 😅

[@Kwestyon]

Thank you! I'll add that to my list of videos to make. Although I can't promise when as I have a long list currently. :) But I will.

[@francissingzon9600]

@@Kwestyon thanks you very much! I've used your tips and trick. Im actually waiting for my final interview right now. I hope I will pass🥰

[@Kwestyon]

Good luck! Sana pumasa ka! :)

[@francissingzon9600]

@@Kwestyon thank you. Will update you pag nakapasa ako 🤣

[@rodrigobarnachea]

Thank you for the video!

[@TheBarkShark]

Step 2 does apply. You greet the customer and advise that you will look at the plan to confirm if there has been any changes to the rates. You do not know what plan they have or if it is an old plan. The customer may not even know what they have and be just saying "Unlimited package" yet they have unlimited calling but not data.