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

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