- name
- Call Center
- slug
- call-center
- version
- 1.0.0
- homepage
- https://clawic.com/skills/call-center
- description
- Handle customer calls with scripts, issue resolution, escalation protocols, and interaction logging.
- metadata
- {"clawdbot":{"emoji":"📞","requires":{"bins":[]},"os":["linux","darwin","win32"]}}
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 performanceQuick 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 |
Related Skills
Install with clawhub install <slug> if user confirms:
customer-support- support workflowsescalate- escalation patternscrm- customer data managementchat- text conversations
Feedback
- If useful:
clawhub star call-center - Stay updated:
clawhub sync