Specific Guidelines for Call Centre Speech Hours:

1. In this project you will pair up with other recording linguists within the WhatsApp, or with
people that you invite with the same language/ accent, to record 10 hours each over the next
2 weeks.
2. Please do not record alone, only conversations in pairs will be paid for.
3. Agree on a scenario with your conversation partner
4. Style of Speech: Goal-oriented, unscripted, and resembling a typical conversation between
an agent and a customer in a call centre.
5. Suggested Length: 5 to 15 minutes per interaction.
6. Scenarios: Data must be equally representative of a variety of scenarios. Below are some
example scenarios:
7. Please speak as clearly as possible to make it easier for the audio to be transcribed (typed
out).
8. The file format must be .wav. Please ensure your recordings are saved after you have
finished your recording. You can simply leave your browser open, Zencastr logged in with
your internet connected and it will save in time. Long recordings can take several hours to
save on a slower connection.
9. Please use ‘walkie talkie’ speech, do not speak over each other and try to project your voice
so that it can easily be understood, similar to how you would speak on a cell phone.
10. Only speech hours would be considered as final hours. Therefore, total speech hours are
paid.
11. No background noise please

Call Center Recording Scenarios Version: 1.0

1. Overview

This document describes some possible scenarios that can occur in goal-oriented conversations
across following 13 topics:

1. Oil & energy

2. Aviation
3. Real estate
4. Agriculture
5. Travel
6. Hospitality
7. Banking & Finance
8. Insurance
9. Retail
10. Delivery Service
11. Health
12. Movies
13. Telecom
2. General principles

This document does not cover all the possible scenarios and should only be used as a reference.
While using this document make note of following 3 principles:

• The scenarios listed below must only be used as a reference. Please expand it based on
your research and knowledge of the topics and locale.
• To ensure diversity, please explore all the topics as much as possible.
• DO NOT COLLECT/GIVE ANY REAL LIFE INFORMATION INSIDE OF YOUR
CALL.

Please make up all personal information.

3. Agent instructions

Customers will be contacting you with queries or for information. Your goal is to converse with
the customer and achieve the desired goal.

4. Customer instructions

You will be contacting the agent at their call center for help, information or a request. Help the
agent with information that they need.

5. Scenarios

The scenario is the request that you’re making to the customer care agent/representative in a call
center for the above mentioned 9 topics. Find the scenarios for each topic in the sections that
follow.

5.1 Oil & energy (6 scenarios)

Agent to customer

Imagine you work at an oil and energy call center. Your customers can be:
• Oil/natural gas producers
• Oil/natural gas suppliers
• Oil/natural gas buyers

The goal is to answer customer queries. Customers may contact you about the following set of
issues:

1. Report a leak in one of your lines or tanks.

2. Scheduling pick-ups and drop-offs of old and new propane canisters.
3. Inquire about propane providers. 4. Report a malfunctioning pipeline.
5. Make a payment of a purchase.
6. Inquire about the distributors/suppliers in your area.

Customer to agent

Imagine you are contacting a oil and natural gas call center. The goal is to inquire about buying,
selling or reporting an issue. You may or may not be the buyer, supplier or producer of the
products of oil and natural gas. Do one or more of the following:
1. Report a leak in one of your lines or tanks.
2. Scheduling pick-ups and drop-offs of old and new propane canisters 3.
Inquire about propane providers. 4. Report a malfunctioning pipeline
5. Make a payment of a purchase.
6. Inquire about the distributors/suppliers in your area.

5.2 Aviation

Customer care representative to passengers (10 scenarios)

Imagine you work at an aviation/airlines call-center. You will be interacting with passengers and
responding on following scenarios:

1. Greeting passengers.
2. Flight reservations.
3. Itinerary changes.
4. Baggage policy
5. Questions about customer loyalty programs/reward points.
6. Seat upgrade.
7. Special assistance
8. Infant bassinet
9. Refunds
10. Cancellations

5.2.1 Passengers to Customer care representative (10 scenarios)

Imagine you are a passenger and interacting with the customer care representative of the airline
you are flying with. The goal is to ask questions to the customer care representative. The
scenarios will be following:

1. Greeting passengers.
2. Flight reservations.
3. Itinerary changes.
4. Baggage policy
5. Questions about customer loyalty programs/reward points.
6. Seat upgrade.
7. Special assistance
8. Infant bassinet
9. Refunds
10. Cancellations

In the aviation industry conversation can occur among following participants too:

1. Air Traffic Controller-pilot

2. Captain-co-pilot
3. Ramp agent-pilot
4. Flight attendant-pilots

For sample conversations look at http://www.canairradio.com/ttt.html

5.2.2 Air Traffic Controller to pilot (5 Scenarios)

Imagine you are an Air traffic controller. You will be interacting with Pilots or cabin crew to do
following:

1. Departure clearance
2. Taxi clearance
3. Takeoff clearance
4. Approach clearance
5. Landing clearance

5.2.3 Pilot to Air Traffic Controller (5 Scenarios)

Imagine you are a pilot. You will be interacting with air traffic controllers for support on
following:

1. Departure clearance.
2. Taxi clearance
3. Takeoff clearance
4. Approach clearance
5. Landing clearance

Sample conversation 1
121.300 MHz Toronto Clearance Delivery
(12:36)
AC 452: "Clearance, Air Canada's 452 airways to Ottawa:
ATC: "Air Canada 452 cleared to the Ottawa airport via the Lester 2 departure, flight plan
route, depart runway 6 left, squawk 0-5-4-4"
AC 452: "Air Canada 452 cleared to Ottawa, Lester 2, flight plan route, 6
left, 0-5-4-4"
ATC: "452 readback correct, contact apron 2-2-0-7 for push"
AC 452: "Twenty two 0 seven for the push 452“

Source: http://www.canairradio.com/ttt.html
Sample conversation 2
Following are excerpts from a transcript of the conversations of a Navy air traffic controller and
two F-16 fighter pilots from the New Jersey Air
National Guard on Feb. 5. In the transcript, which was released by the Air Force today, the air
traffic controller is referred to as ''Giant Killer,'' the lead F-16 pilot as ''Smash 11'' and the
trainee fighter pilot as ''Smash 12.''
Giant Killer (1:43:40): Smash 11, you have traffic 12 o'clock, less than five miles. 727
descending to one four thousand.
Smash 11 (1:43:47): Copy. Smash is radar contact tally-ho.
Giant Killer (1:43:50): Smash 11, Roger. $(The lead fighter jet pilot then tells the trainee to stay
out of the way.$)
Smash 11 (1:44:16): Copy, stay up there till this, uh, bozo gets out of the airspace.
Smash 12 (1:44:20): Two.
Smash 11 (1:44:21): I'm showing him descending now.
Smash 11 (1:44:32): And he's bulls-eye one-one-six, seventy-six now, twenty thousand, I'm a
mile and a half in trail.
Smash 11 (1:44:50): Get my VID for the day.
Smash 11 (1:45:01): Mile in trail closing, tally-ho 727.
Smash 11 (1:46:00): Twenty five hundred feet back in the clouds still. $(The trainee pilot then
tells the lead pilot that the Navy controller wants him to switch radio frequencies.$) Smash 11
(1:46:30): Giant Killer, go ahead.
Giant Killer (1:46:32): Smash 11, move operations 20 miles to the southeast. You have a 727
transmitting from the north, correction southeast to the northwest.
Smash 11 (1:46:43): O.K., copy. Got him in sight, breaking off now.
Source: https://www.nytimes.com/1997/02/19/nyregion/transcript-of-f-16-pilots-
conversations.html

5.2.4 Captain to co-pilot (5 scenarios)

Imagine you are the Captain who is in-charge of flying. You will be interacting with the second
pilot/copilot about following scenarios:

1. Going over a series of safety checklists of switches.

2. Instruments checks and double-checks.
3. Discuss the flight plan data and ensure that Flight management compute (FMC) data match
the ATC clearance.
4. Go over flight path if an engine fails and rejected-takeoff procedures.
5. Casual conversation.

5.2.5 Co-pilot to Captain (6 scenarios)

Imagine you are a co-pilot who is supporting the Captain in cockpit. You will be talking to the
captain about following scenarios:

1. Reporting about the series of safety checklists of switches.

2. Reporting the status of instruments checks and double-checks.
3. Reporting on the inspection done on exterior of the plane by visually inspecting the airplane,
looking for leaks, bird strikes or anything else unusual.
4. Discuss the flight plan data and ensure that Flight management computer (FMC) data match
the ATC clearance.
5. Go over flight path if an engine fails and rejected-takeoff procedures.
6. Casual conversation.

5.2.6 Ramp agent to pilot (3 Scenarios)

Imagine you are a ramp agent who are responsible for the marshaling aircraft, loading,
unloading, and transport of customer baggage and freight, the servicing of aircraft, the proper
use, and maintenance of ground service equipment and other duties as assigned. Ramp agent is
also responsible for maintaining a SAFE and SECURE ramp environment at all times. You will
be interacting with the pilots in following scenarios:
1. Visually check that the engines are clear and tell the pilots they are “cleared for start.”
2. Help in marshalling aircraft off/on the ramp.
3. Communicate and answer the call for taxi instruction, providing the specific route to the
runway.

5.2.7 Pilot to Ramp agent (2 Scenarios)

The pilots will be interacting with the ramp agents for following:
1. Help in marshalling aircraft off/on the ramp.
2. Communicate and answer the call for taxi instruction, providing the specific route to the
runway.

5.2.8 Flight attendant to captain (3 Scenarios)

Imagine you are a flight attendant and will be talking to the pilots in limited scenarios. These
scenarios are:
1. Introduction/greetings.
2. The flight attendants verify the cabin emergency equipment.
3. Communicate with the pilot updating about an unexpected event (e.g. a sick passenger).

5.2.9 Pilot to flight attendant (4 Scenarios)

Imagine you are pilot of the plane and will be interacting with the flight attendants under
following scenarios:
1. Introduction/greetings.
2. Receive the report from flight attendants on verification of the cabin emergency equipment.
3. Communicating with the flight attendant about an unexpected event (e.g. a sick passenger).
4. Requesting for a beverage/refreshment from flight attendant.

5.3 Real estate (5 scenarios)

Agent instructions

Imagine you work for a real estate company. Customers may contact you about the following set
of issues:
1. Inquire about overall community environment of the area.
2. Inquire about present market situation for buying/selling property.
3. Inquire about an available property for purchase.
4. Inquire about selling a property.
5. Inquire about available financing options.
6. Inquire about renting a property.

Customer instructions
Imagine you are contacting a real estate company. You may or may not have a property bought
from them. But you can ask question related to real estate. Do one or more of the following:
1. Inquire about overall community environment of the area.
2. Inquire about purchasing a property.
3. Inquire about renting a property.
4. Inquire about selling a property.
5. Making a mortgage payment.
6. Ask for available financing for purchase.

5.4 Agriculture (5 Scenarios)

Agent instructions
Imagine you work at a agriculture call center. Your customers can be
• farmers,
• suppliers interested in agriculture produce or agriculture supplies.
• buyers interested in agriculture produce or agriculture supplies.
These customers may contact you about the following set of issues and the goal is to respond to
these queries:
1. Inquire about changes in farming policies such as; subsidies for farmers, loans for farmers
2. Inquire about the agriculture trade union elections.
3. Inquire about the suppliers of pesticides and agriculture equipment.
4. Inquire about agricultural techniques and methods to improve agricultural productivity.
5. Inquire about the export opportunities of agricultural products.

Customer instructions

Imagine you are one of following:

• farmers,
• suppliers,
• buyers interested in agriculture produce or agriculture supplies.
You are calling at an agriculture call center and the goal is to inquire for following set of
issues: 1. Inquire about changes in farming policies such as; subsidies for farmers, loans
for farmers
2. Inquire about the agriculture trade union elections.
3. Inquire about the suppliers of pesticides and agriculture equipment.
4. Inquire about agricultural techniques and methods to improve agricultural productivity.
5. Inquire about the export opportunities of agricultural products.

5.5 Travel (7 scenarios)

Agent instructions
Imagine you work at a travel agency call center. The goal is to respond to customer queries.
Customers may contact you about the following set of issues:
1. Inquire about a holiday package/cruise/excursion.
2. Book a holiday package.
3. Book a flight.
4. Book airport shuttle.
5. Book a rental cab.
6. Cancel the existing reservation and ask for a refund
7. Sign-up to a membership

Customer instructions
Imagine you are contacting a a travel agency call center. The goal is to inquire about a vacation
package, make bookings or cancel existing booking. Do one or more of the following:
1. Inquire about a holiday package.
2. Book a holiday package.
3. Book a flight.
4. Book airport shuttle.
5. Book a rental cab.
6. Cancel the existing reservation and ask for a refund
7. Sign-up to a membership

5.6 Hospitality (7 Scenarios)

Agent to customer
Imagine you work at a hospitality call center and you will be interacting with the customers
helping for one of the following:
1. Reserve a hotel room or move/cancel a reservation
2. Use hotel rewards point/loyalty card.
3. Request for special assistance.
4. Request for additional bed in the hotel.
5. Request for meals served in the room.
6. Request for a room in non-smoking zone.
7. Request a pool-side room.

Customer to Agent
Imagine you are contacting a hospitality call center and you will be asking the agent for one of
following:
1. Reserve a hotel room or move/cancel a reservation
2. Use hotel rewards point/loyalty card.
3. Request for special assistance.
4. Request for additional bed in the hotel.
5. Request for meals served in the room.
6. Request for a room in non-smoking zone.
7. Request a pool-side room.

5.7 Banking & Finance (5 Scenarios)

Agent to customer
Imagine you work at a bank/stock exchange/financial call center. The goal is to respond to
customers.
They may contact you for following things:
1. Inquire about home/student loan rates.
2. Inquire about investment plans.
3. Inquire about share repurchases and dividends.
4. Inquire about specific organization’s quarterly cost of sales and increase in basis points.
5. Inquire about price earning ratios.

Customer to agent
Imagine you are a customer calling at bank/stock exchange/financial call center.
The goal is to ask questions to the agent. You may contact for following things:
1. Inquire about home/student loan rates.
2. Inquire about investment plans.
3. Inquire about share repurchases and dividends.
4. Inquire about specific organization’s quarterly cost of sales and increase in basis points.
5. Inquire about price earning ratios.

5.8 Insurance (5 Scenarios)

Agent to customer
Imagine you work as an insurance agent in insurance call center. The goal would be to respond
to customers. They may contact you for following things:
1. Inquire about life insurance policy.
2. Inquire about medical/dental insurance.
3. Inquire about premium payment.
4. Inquire about adding a member to the policy.
5. Inquire about changing policy details.
Customer to agent
Imagine you are a customer calling at insurance call center. The goal is to ask questions to the
agent. You may contact for following things:
1. Inquire about life insurance policy.
2. Inquire about medical/dental insurance.
3. Inquire about premium payment.
4. Inquire about adding a member to the policy.
5. Inquire about changing policy details.

5.9 Retail (6 scenarios)

Agent instructions
Imagine you work for an online retail store. Customers may contact you about the
following set of issues:
1. Inquire about the product delivery
2. Cancelling a order
3. return/exchange a product
4. Buy a gift card
5. Report an undelivered order
6. Report incorrect delivery address

Customer instructions
Imagine you are contacting the customer call center of an online retail store.
Your goal is to ask questions on the order you places. Do one or more of the
following:
1. Inquire about the product delivery
2. Cancelling a order
3. return/exchange a product
4. Buy a gift card
5. Report an undelivered order
6. Correct the delivery address
5.10 Delivery Service (6 scenarios)

Agent instructions
Imagine you work for a Delivery Service provider. Customers may contact you about the
following set of issues:
1. Inquire about the product delivery
2. Cancelling a order
3. return/exchange a product
4. Delay in delivery
5. Report an undelivered order
6. Report incorrect delivery address

Customer instructions
Imagine you are contacting the customer call center of a Delivery Service provider. Your goal is
to ask questions on the order you places. Do one or more of the following:
1. Inquire about the product delivery
2. Cancelling a order
3. return/exchange a product
4. Delay in delivery
5. Report an undelivered order
6. Correct the delivery address
5.11 Health (5 Scenarios)

Agent to customer
Imagine you work at a call center of Health Department/Health Insurance. The goal is to respond
to customers. They may contact you for following things:
1. Inquire about government schemes and policies.
2. Inquire about Health Insurance plans and rates.
3. Inquire about Health plans renewal process and benefits.
4. Inquire about specific organization’s/ plans claim settlement ratio.
5. Inquire about prices of various schemes.

Customer to agent
Imagine you are a customer calling at call center of Health Department/Health Insurance. The
goal is to ask questions to the agent. You may contact for following things:
1. Inquire about government schemes and policies.
2. Inquire about Health Insurance plans and rates.
3. Inquire about Health plans renewal process and benefits.
4. Inquire about specific organization’s/ plans claim settlement ratio.
5. Inquire about prices of various schemes.

5.12 Movies (6 scenarios)

Agent instructions
Imagine you work at a Movie Theatre / Online Movie ticket booking portal call center. The goal
is to respond to customer queries. Customers may contact you about the following set of issues:
1. Inquire about a movies currently showing and timings.
2. Book a Movie ticket.
3. Inquire about offers on booking entire show.
4. Book add ons with movie ticket like snacks, drinks, etc..
5. Cancel the existing booking and ask for a refund
6. Sign-up to a membership

Customer instructions
Imagine you are contacting a a Movie Theatre / Online Movie ticket booking portal call center.
The goal is to inquire about a vacation package, make bookings or cancel existing booking. Do
one or more of the following:
1. Inquire about a movie currently showing and timings.
2. Book a Movie ticket.
3. Inquire about offers on booking entire show.
4. Book add ons with movie ticket like snacks, drinks, etc..
5. Cancel the existing booking and ask for a refund
6. Sign-up to a membership

5.13 Telecom (6 scenarios)

Agent instructions
Imagine you work at a telecom company call center. The goal is to respond to customer queries.
Customers may contact you about the following set of issues:

1. Inquire about latest recharges and bill plans

2. Inquire about wrong charges levied on a bill
3. Inquire about various data packs available and rates
4. Booking a complain in Network issue
5. Status of complaint being already raised
6. Inquire about detailed billing statement

Customer instructions
Imagine you are contacting a telecom company call center. The goal is to inquire about a
vacation package, make bookings or cancel existing booking. Do one or more of the following:

1. Inquire about latest recharges and bill plans

2. Inquire about wrong charges levied on a bill
3. Inquire about various data packs available and rates
4. Booking a complain in Network issue
5. Status of complaint being already raised
6. Inquire about detailed billing statement