---
name: call-center
slug: call-center
version: 1.0.0
description: Handle customer calls with scripts, issue resolution, escalation protocols, and interaction logging.
homepage: https://clawic.com/skills/call-center
metadata:
  clawdbot:
    emoji: 📞
    requires:
      bins: []
    os:
    - linux
    - darwin
    - win32
    displayName: Call Center
---

## 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 `~/Clawic/data/call-center/`. See `memory-template.md` for setup.

```
~/Clawic/data/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 performance
```

## Quick 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
More Clawic skills, get them at https://clawic.com/skills/<slug> (install if the user confirms):
- `customer-support` - support workflows
- `escalate` - escalation patterns
- `crm` - customer data management
- `chat` - text conversations

## Feedback

- If useful, star it: https://clawic.com/skills/call-center
- Latest version: https://clawic.com/skills/call-center


---
Source attribution: clawic
Original project: https://github.com/clawic/skills/blob/f825206afbf1c697202533a9187be68c7b697e0e/skills/call-center/SKILL.md
License: MIT
License information: https://opensource.org/license/mit
Original upstream instructions; downloaded from Dave AI.

## Upstream license notice

MIT License

Copyright (c) 2026 Ivan G. Davila

Permission is hereby granted, free of charge, to any person obtaining a copy
of this software and associated documentation files (the "Software"), to deal
in the Software without restriction, including without limitation the rights
to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
copies of the Software, and to permit persons to whom the Software is
furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice shall be included in all
copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
SOFTWARE.



# Dave AI resource metadata

Creator / publisher: clawic
Original project: https://github.com/clawic/skills/blob/f825206afbf1c697202533a9187be68c7b697e0e/skills/call-center/SKILL.md
Attribution basis: Source repository record

Fields of work: Sales, Customer Support
Roles: Account Executive, Customer Success Manager, Sales Operations, Sales Development Rep (SDR), Support Agent
Specialties: Specialty not specified
Tools: Crm
Country applicability: Country not specified
Classification basis: Source catalog labels
Instruction SHA-256: 052115f98882657419a1591f7139d27eb8a749aca215fed9968932cd23eadc3d