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BPO Mock Call Simulation

Students will partner to simulate a customer service call in a BPO setting, creating scripts based on various scenarios. They will be evaluated on criteria including greeting, problem-solving, empathy, call control, closing, and grammar, with a scoring guide ranging from excellent to requiring significant improvement. The final presentation is due by May 15, 2025.

Uploaded by

Alaiza mae Bongcay
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99 views2 pages

BPO Mock Call Simulation

Students will partner to simulate a customer service call in a BPO setting, creating scripts based on various scenarios. They will be evaluated on criteria including greeting, problem-solving, empathy, call control, closing, and grammar, with a scoring guide ranging from excellent to requiring significant improvement. The final presentation is due by May 15, 2025.

Uploaded by

Alaiza mae Bongcay
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

BPO Mock Call Simulation

Objective:

Students will work in partners to simulate a real-life customer service call in a BPO setting. Each group
will create a script and perform a mock call based on customer scenarios.

Criteria for Evaluation:

1. Opening & Greeting


2. Problem-Solving & Communication
3. Empathy & Tone
4. Call Control & Flow
5. Closing & Wrap-Up
6. Grammar

CATEGORY SCORE CRITERIA


• Uses a professional and friendly
greeting.
• Introduce themselves and the
company.
Opening & Greeting 40 pts • Uses the customer’s name if available.
• Establishes a positive and welcoming
tone.
• Speaks with confidence and
enthusiasm.
• Listens actively and accurately
identifies the customer’s concern.
• Provides a clear and logical solution to
the problem.
Problem-Solving &
20 pts • Uses easy-to-understand language
Communication
without unnecessary jargon.
• Ask clarifying questions if needed.
• Ensures the customer understands the
resolution.
• Shows genuine concern for the
customer’s issue.
• Uses a polite, professional, and
friendly tone throughout.
Empathy & Tone 20 pts • Adjusts tone appropriately based on
the customer’s emotions.
• Uses reassuring and positive
language.
• Avoids sounding robotic or scripted.
• Manages the conversation smoothly
Call Control & Flow 10 pts
without unnecessary pauses.
• Keeps the call structured and to the
point.
• Avoids interruptions or talking over the
customer.
• Ensures a balanced conversation
between customer and agent.
• Prevents unnecessary dead air or
awkward moments.
• Confirms the issue has been resolved
or next steps are clear.
• Thank the customer for their time.
• Ends the call on a positive and
Closing & Wrap-Up 10 pts
professional note.
• Offers further assistance if needed.
• Ensures the customer leaves the call
satisfied.
• Uses correct grammar, pronunciation,
and sentence structure.
• Speaks clearly and articulates words
properly.
Grammar 10 pts
• Avoids slang or inappropriate
language.
• Ensures professional and polished
communication.

Scoring Guide
• 90 – 100 points: Excellent performance, ready for real customer interactions.
• 75 – 89 points: Good performance, needs minor improvements.
• 50 – 74 points: Needs improvement in key areas.
• Below 50 points: Requires significant improvement before handling real calls.
FORMAT:
1. Video Presentation
Deadline: May 15, 2025

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