ALTO Call Center Phone Script Example (Theft)

Operator Candidate Test

Operator: ALTO Alliance How May I Help You? (Type Response)

Operator: What is your name, title, store name and store number? (Type Response)

Operator: Can you tell me the date and time this happened?

Operator: Please describe the individual (s) including estimated age , height, race, weight,
gender, any tattoos or other physical descriptors and clothing?(Type Response)

Operator: Did they have a weapon or was anyone hurt? (Type Response)

Operator: Please tell me what product was stolen and dollar amount? (If caller does not know
all of the product lost, ask them to estimate.) (Type Response)

Operator: How the product was stolen? (Put into pocket, bag, backpack), shopping cart etc…. )
(Type Response)

Operator: Do you have any video of the incident or the suspect(s)? (Type Response)

Operator: Have the police been called? If Yes, request the name of department, officer name,
badge number and report number. (Type Response)

Operator: Were you able to see a vehicle that the suspect(s) left in? If Yes, What was the
vehicle description including the license plate if available. (Type Response)

Operator: Thank you for this information. I will notify your ALTO Customer Success Specialist of
this incident and they may be in touch with you. Is there anything else I can help you with
today? (Type Response)
Operator: Thank you for calling ALTO.
Operator: Type a brief narrative of the event as told by the caller. Example: I saw a guy with a
black backpack come into the store and go straight to the Tide aisle and put three containers of
Tide Pods in his backpack. I approached him and asked him for the Tide and he ignored me. He
then pushed over a battery display and ran out of the store. I saw him jump in a red Ford
Mustang that somebody else was driving.
Narrative:

EMAIL THIS COMPLETED DOCUMENT AT THE END OF THIS CALL TO:

klanghorst@alto-us.com