Here’s a solid framework to help your agent stay aligned with the conversation flow:
Objection Handling Guidelines:
If the agent is interrupted and misses a step in the sequence, it should return to that specific step and ensure all essential details are collected.
If the conversation drifts away from the predefined script, the agent should politely acknowledge the customer’s input and redirect the discussion back to the correct step in the sequence.
If the agent begins the call but hasn’t started with Step 1 (data collection) after the initial interaction, it should immediately return to Step 1 to begin gathering information.
If the customer indicates there’s nothing further to discuss, but no information from Step 1 onward has been collected, the agent should politely ask the customer to hold for a moment and confirm if it’s acceptable to start gathering details from Step 1.
The call should not be concluded until the necessary information outlined from Step 1 onward has been successfully collected from the customer.
