Call Scripts
Standard scripts for inbound, outbound, Click-to-Call (C2C), hold, CSAT, Google Review, and IVR rating — in English and Hindi
Call Scripts
Inbound Call (English)
| Stage | Script |
|---|---|
| Opening | "Welcome to shiprocket my name is ......... , how may I assist you.?" |
| Hold | "May I place your call on hold for a minute while I check the details and assist you with a resolution?" |
| Unhold | "Thank you for being on hold! / Thank you for waiting / Thank you for your patience." |
| Hold Exceed | "Thank you for waiting. Since it's taking a bit longer to check your details, may I place your call on hold for a minute?" |
| Further Assistance | "Is there anything else I may assist you with?" |
| C-Sat | "I am transferring this call to IVR, right away. Please rate this interaction. Thank you for calling Shiprocket. Have a nice day!" |
| Closing | "Thank you for choosing Shiprocket. Have a nice day!" |
Outbound Call (English)
| Stage | Script |
|---|---|
| Opening | "My name is …….., calling from Shiprocket, this call is regarding ….( mention query, category or Sub-category)" |
| Hold | Same as Inbound |
| Unhold | Same as Inbound |
| Hold Exceed | Same as Inbound |
| Further Assistance | Same as Inbound |
| C-Sat | Same as Inbound |
| Closing | Same as Inbound |
Inbound Call (Hindi)
| Stage | Script |
|---|---|
| Opening | "Welcome to shiprocket my name is ......... , how may I assist you.?" |
| Hold | "Kya main aapki call ko ek minute k liye hold par rakh sakta hu taki mein details check kar saku?" |
| Unhold | "Thank you for being on hold! / Thank you for waiting / Thank you for your patience." |
| Hold Exceed | "Thank you for waiting. Jese ki aapke details ko check karne mein thoda zyada time lag raha hai, kya main aapka call ek minute ke liye hold par rakh sakta hoon?" |
| Further Assistance | "Iske ilawa Kya main aapki aur kisi cheez main help kar sakta hoon?" |
| C-Sat | "Ab main aapka call IVR par transfer kar raha hoon. Please humare interaction ko rate karein." |
| Closing | "Thank you for choosing shiprocket. Have a nice day!" |
Outbound Call (Hindi)
| Stage | Script |
|---|---|
| Opening | "My name is …….., calling from Shiprocket, this call is regarding ….( mention query, category or Sub-category)" |
| Hold / Unhold / Hold Exceed / Further Assistance / C-Sat / Closing | Same as Hindi Inbound |
C-Sat Script (Voice)
English: "Now, I will be transferring your call to the IVR. Please rate our interaction."
Hindi: "Ab main aapka call IVR par transfer kar raha hoon. Please humare interaction ko rate karein."
C-Sat Script (Non-Voice)
Use the following message at the end of chat interactions:
Before you go, we'd love to hear from you!
How was your experience with us today over chat conversation with our executive?
Please take a second to rate your chat experience for the dedicated executive, using the emojis below:
😍 Loved it (5/5) – Fully satisfied
😊 Good (4/5) – Happy with the support
😐 Average (3/5) – It was okay
😕 Bad (2/5) – Needs improvement
😠 Awful (1/5) – Not satisfied at all
Your feedback helps us serve you better every time. Thank you for being an important part of our journey!
Important Notes
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Champ must address the seller by name, referring to the nugget/ICRM.
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Champ must create a ticket in every case (FCR/NFCR).
Apology, Empathy, and Power Statements
Definitions
Empathy (should be there throughout the call): Understanding someone's concern from their point of view and customising a response that will help the other person realise that you understand what he or she is going through (for eg., when someone does not receive their salary, we could talk about how it would impact their financial obligations, instead of just saying sorry to hear that).
Assurance (should be there throughout the call): To make someone feel that we are here and will give our best to help them out.
Apology Statements (English)
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I apologize for the inconvenience, this [whatever issue the seller has faced] shouldn't have happened.
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Please accept my apology for the trouble this has caused. I'll do my best to get this fixed quickly.
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I understand how frustrating this can be, my apologies.
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I apologize for this situation [whatever issue the seller has faced], I'm checking what can be done to resolve it as soon as possible.
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I apologize for the trouble you faced. I'll make sure you get the right help with this.
Apology Statements (Hindi)
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I understand ye nahi hona chahiye tha, and I am sorry, apko ye face karna parha. Main isko as soon as possible fix karne ki koshish karunga/karungi.
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I understand is reason se aapko problem hui hai and I am sorry for this issue aur mai isko resolve karne ki puri koshish karunga/karungi.
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Sorry, ye issue aana nahi chahiye tha. Main check kar raha/rahi hoon aur isko jaldi se fix karne main apki help karunga.
Empathy / Assurance Statements (English)
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I understand this is difficult. Please don't worry, I'll do my best to find a solution for you.
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I understand your situation. I'm here to help, and we'll sort this out for you.
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I understand this isn't right and may have affected your business. I'll look into it on priority.
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If I were in your place, I'd feel the same way. Your concern is completely valid.
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Give me a moment, let me check what I can do to help you.
Empathy / Assurance Statements (Hindi)
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Main samajh sakta/sakti hoon ki ye kaafi frustrating ho sakta hai. Aap please tension na lein, main isme aapki puri help karunga.
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Main aapki situation samajh raha/rahi hoon. Hum is issue ko resolve karne kar pura try krenge, aap chinta na karein.
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Ye theek nahi hai aur isse aapka kaam affect hua hoga. Main isko priority pe check kar raha/rahi hoon.
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Agar main aapki jagah hota/hoti, to main bhi same feel karta/ti. Aapka concern bilkul valid hai.
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Aap chinta na karein, main isko resolve karne me aapki puri help karunga/karungi.
Power Statements
For NDR Desk:
Please don't worry. I will coordinate with the courier partner regarding your issue and ensure it is resolved at the earliest. We will keep you updated on the status of your case.
For Delivery Dispute Desk (evidence required):
To raise the dispute with the courier, I require your assistance in providing the necessary [required evidence].
If the call is out of TAT and the seller is adamant even after soft denial, then also above statements are to be used.
General Power Lines:
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I understand that this situation is difficult; please don't worry. I will get this resolved for you.
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I completely understand your concern. Let me check how I can assist you in the best possible way.
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I understand that this must have impacted your business.
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Please don't worry—I will do my best to resolve this for you.
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Allow me a moment while I check the best possible solution for you.
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I understand this is troubling you; however, I am here to assist you every step of the way.
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I will put in my best efforts to help you.