Mock calls in one paragraph
A mock call is a short role-play in which someone from the hiring team plays a customer and you play the agent. Depending on the employer it comes before or after the machine-scored English test (Versant, SVAR, Harver or Berlitz), and it checks the things a machine test cannot: whether you listen, stay calm, follow a sensible call flow and solve the problem in plain, polite English. No employer we could read publishes its mock call format, length or marking sheet, so this page gives you the skills that every version tests. What the official pages do say: Concentrix's careers FAQ tells applicants to expect tests in "language proficiency, computer proficiency, customer support, and typing skills"; Harver, which Concentrix names as its assessment tool, lists a Live Chat Support Simulation and a Situational Judgment Test for contact centre hiring; and Berlitz Philippines says its Speaking Skills test can be customised to "the specific skills your employees need for day-to-day exchanges". Below: what an assessor listens for, a seven-step call flow, ten full scripts written by TalkDrill, 80 phrases, a 5-minute simulation with a score sheet, six interview questions and the drills that make your voice clear on a phone line.
- The skills tested: listening, clear speech, tone, call structure and polite problem-solving.
- Learn a call flow and about twenty phrases. Do not memorise whole scripts.
- Every number, name and date gets read back. Every case ends with a reference number and a time.
- All scripts, model answers and customer cards on this page are written by TalkDrill; names, amounts and reference numbers are invented.
- If your machine test is first, start with the practice bank and come back here for the live round.
What a mock call assessor listens for
Employers do not publish their mock call marking sheets. But the machine tests they buy do publish what they score, and the live round listens for the same voice qualities plus the things only a conversation can show. The table separates the two: the first five rows come from official test pages; the last four are TalkDrill's judgement of what a call needs, and are labelled so.
| What is checked | What good sounds like | Where this comes from |
|---|---|---|
| Pronunciation and clarity | The customer never has to ask you to repeat a word or a number. | SVAR scores pronunciation (SHL); Versant's Speaking score reflects speaking "in a way that proficient English speakers find understandable" (Pearson 2024 guide) |
| Pace and pauses | A steady, normal speed. Pauses at the end of an idea, not in the middle of a sentence. | Harver measures "speaking rate, pauses & hesitations"; Pearson's guide: "Speak at a normal speed (do not rush or speak extra slowly)" |
| Tone and pitch | Warm and calm. Your pitch does not rise when the caller's does. | Harver measures "cadence and pitch" |
| Grammar and vocabulary | Short, correct sentences in plain words. | SVAR scores grammar and vocabulary (SHL) |
| Comprehension | You repeat the problem back correctly before you solve it. | SVAR scores comprehension; Versant reports a Listening score |
| Call structure | Open, verify, listen, empathise, solve, confirm, close. | TalkDrill judgement |
| Empathy | One specific, sincere sentence, not a stream of "sorry". | TalkDrill judgement |
| Accuracy | Numbers, dates and reference numbers read back; nothing promised that you cannot deliver. | TalkDrill judgement |
| Problem-solving within the rules | "I can't do that, but here's what I can do." | Concentrix lists "customer support" as a tested area; Harver offers a Situational Judgment Test. The exact rubric is the employer's. |
Sources: SHL SVAR, Harver Spoken Language Assessment, Versant Speaking and Listening official guide (2024, PDF), all read 21 October 2026. For how the machine tests turn these into a number, see scores and cut-offs.
The seven-step call flow
Every script below follows the same seven steps. Learn the steps and you can handle a call you have never seen, which is exactly what a mock call is. The timings are ours, for a five-minute practice call.
| Step | Purpose | Model line (TalkDrill) | In a 5-minute call |
|---|---|---|---|
| 1. Open | Name, team, offer of help | "Thank you for calling, this is Joy. How may I help you today?" | First 10 seconds |
| 2. Verify | Protect the account before any detail | "For your security, may I have your full name and date of birth?" | By 0:45 |
| 3. Listen and clarify | Get the facts; repeat them back | "Just to make sure I understand, the parcel was marked delivered yesterday?" | By 1:45 |
| 4. Empathise | One sentence that names the real problem | "That's a tight deadline with the wedding on Saturday." | Any time, once |
| 5. Resolve | Options, steps, a hold if needed | "Here's what I'll do. First ..., then ..." | By 4:00 |
| 6. Confirm | What was done, the reference, the time | "Your claim number is D as in Delta, 2, 2, 7, 1, and the replacement arrives Friday by 6 pm." | By 4:40 |
| 7. Close | Anything else, thanks, goodbye | "Is there anything else I can help you with today?" | Last 20 seconds |
10 mock call scripts, written by TalkDrill
Each script has a customer card (give it to a friend, or paste it into an AI role-play so the AI plays the caller), the full call, the hard moment the call is built around, and what an assessor hears when it goes well. Read the agent lines aloud twice. Then run the call with the card and your own words. These are not real calls and the companies, names, amounts and reference numbers are invented. Eight more short calls (charged twice, a noisy line, a hold and transfer and others) are in the practice bank.
1. Billing: "Why is my bill forty dollars higher?"
Customer card (for your partner or the AI): You are Laura Bennett, a postpaid mobile customer in the US. Your bill is 40 dollars higher than usual. You spent four days in Canada and did not know roaming was charged. You are annoyed but reasonable. Push back once with "Nobody told me."
Script 1, written by TalkDrill
Agent: Thank you for calling, this is Joy from billing. How may I help you today?
Customer: My bill is forty dollars higher this month and I want to know why.
Agent: I can look into that for you. For your security, may I have your full name and date of birth?
Customer: Laura Bennett, the twelfth of March, 1988.
Agent: Thank you, Ms Bennett, you are verified. The extra forty dollars is international roaming: ten dollars a day for four days, the third to the sixth of September, in Canada.
Customer: Nobody told me that. That's ridiculous.
Agent: I understand, it's frustrating to find a charge you didn't expect. The charge is correct, so I'm not able to remove it, but I can do two things. I can switch on a roaming alert, so you get a text before any roaming charge. And if forty dollars is difficult this month, I can split it over two bills. Would either of those help?
Customer: Split it, and switch on the alert.
Agent: Done. Twenty dollars on this bill, twenty on the next, and the alert is on from today. Your reference is B as in Bravo, 7, 1, 4, 2. Is there anything else I can help you with?
Customer: No, that's it.
Agent: Thank you for your patience, Ms Bennett. Have a good day.
The hard moment: "Nobody told me." Empathise with the feeling without agreeing the charge is wrong, then move to what you can do. What an assessor hears: The amount and the reason in one clear sentence. Forty, not fourteen: stress the first syllable of FORty.
2. Cancellation: "Please don't try to sell me anything"
Customer card (for your partner or the AI): You are Mark Johnson, a broadband customer in the UK. You are moving to a flat where internet is included and you want to cancel. You have decided. If the agent tries to keep you with an offer, say no firmly.
Script 2, written by TalkDrill
Agent: Good afternoon, you're through to Priya in customer accounts. How can I help?
Customer: I'd like to cancel my broadband. And please don't try to sell me anything, I've made up my mind.
Agent: Of course, I'll keep it simple. May I have your full name and the first line of your address?
Customer: Mark Johnson, 14 Elm Road.
Agent: Thank you, Mr Johnson. May I ask why you're cancelling? It's only for our records.
Customer: I'm moving, and the new flat has internet included.
Agent: That makes sense. Your contract ended in June, so there is no early cancellation fee. The service can stop on any date from the thirtieth of this month. Which date works for you?
Customer: The thirtieth is fine.
Agent: The thirtieth it is. Two things to know. You'll get a final bill for the days up to the thirtieth, and we'll email you a prepaid label to return the router within thirty days.
Customer: And if I don't return it?
Agent: Then a router charge would appear on the final bill, so I'd recommend the label. I'm sending the email now. Your cancellation reference is C as in Charlie, 3, 9, 0, 5. Good luck with the move, Mr Johnson.
The hard moment: The customer bans selling. Asking the reason once, and then respecting the answer, is the skill being tested. What an assessor hears: Four facts confirmed before the close: the end date, the fee (or no fee), the final bill and the equipment return.
3. Delivery: "It says delivered, but I never got it"
Customer card (for your partner or the AI): You are Ana Cruz, an online shopper. Tracking says your parcel was delivered at 2:14 pm yesterday, but nothing came. You need the shoes inside it for a wedding on Saturday. You are worried rather than angry.
Script 3, written by TalkDrill
Agent: Thank you for calling, this is Rahul. How may I help you today?
Customer: My order says delivered but I never got it.
Agent: I'm sorry to hear that. Let's find it. Could you read me the order number?
Customer: It's Q K 5 5 8 2 1.
Agent: Let me read that back: Q as in Quebec, K as in Kilo, 5, 5, 8, 2, 1. Is that correct?
Customer: Yes.
Agent: Thank you. The courier marked it delivered yesterday at 2:14 pm, left at the front door. Have you been able to check with neighbours or reception?
Customer: I checked reception. Nothing. And I need it for a wedding on Saturday.
Agent: I understand, that's a tight deadline. Here's what I'll do. I'll open a missing parcel claim with the courier now. Because Saturday is close, I'll also send a replacement today by express delivery at no cost. If the first parcel turns up, you can send it back with a free label. Would that work?
Customer: Yes, please.
Agent: Done. The replacement arrives on Friday by 6 pm. Your claim number is D as in Delta, 2, 2, 7, 1, and I am emailing both now. I hope the wedding goes well, Ms Cruz.
The hard moment: The deadline. A good agent solves the wedding, not only the lost parcel. What an assessor hears: The order number read back with a spelling alphabet, and a day and a time ("Friday by 6 pm"), never "soon".
4. Technical support: "I don't know what a router is"
Customer card (for your partner or the AI): You are George Miller, 70. Your laptop shows Wi-Fi connected but no websites open. Your phone says "no internet" too. You are not technical and you get nervous if the agent uses technical words.
Script 4, written by TalkDrill
Agent: Thank you for calling technical support, this is Carlo. I'll help you get back online. First, is anything else at home connected to the internet, like a phone on Wi-Fi?
Customer: My phone says no internet as well.
Agent: Thank you, that tells me the problem is the router, not the laptop. The router is the box we sent you, usually with lights on the front. Can you see it?
Customer: The black box by the television? I don't know what a router is.
Agent: That's the one, and you're doing fine. What colour are the lights right now?
Customer: One is orange and flashing.
Agent: Okay. Please unplug the power cable from the back of the box. Wait thirty seconds, then plug it back in. Tell me when you've done that. I'll stay on the line.
Customer: Done.
Agent: Now we wait about two minutes for the lights to settle. What colour is the light now?
Customer: All green.
Agent: Great. Please try opening a website on your laptop.
Customer: It's working!
Agent: Wonderful. If the orange light comes back, the same restart usually fixes it. If it doesn't, call us and quote T as in Tango, 6, 1, 1, 8. Is there anything else I can help with, Mr Miller?
The hard moment: The customer does not know the words. Describe things by what they look like (the black box, the green lights) and give one step at a time. What an assessor hears: One instruction per sentence, a pause for "done", and no jargon (no DNS, no SSID, no "power-cycle").
5. Angry customer: the third call about a missed repair
Customer card (for your partner or the AI): You are Steve Walker. This is your third call. A washing machine technician did not come on Tuesday or on Thursday, and you took both days off work. Start by shouting. Calm down only if the agent takes ownership and gives you a specific time.
Script 5, written by TalkDrill
Customer: This is the third time I'm calling! Your technician never shows up and I've taken two days off work for nothing!
Agent: (lets him finish) Mr Walker, I'm really sorry. Two missed visits and two days off work is not acceptable, and I'm going to make sure there isn't a third.
Customer: That's what the last person said.
Agent: I understand why you don't believe me yet. I can see the notes from both calls, so you don't need to repeat anything. May I place you on hold for two minutes while I check the technician schedule?
Customer: Fine. Two minutes.
Agent: Thank you for holding. I've booked the first slot tomorrow, between 8 and 10 am, as a priority visit. I'll call you myself at 7:30 tomorrow morning to confirm the technician is on the way.
Customer: And the days I lost?
Agent: I can't pay for lost work days myself, but I've raised a compensation request for the two missed visits. A team leader will review it within three working days. Your reference is A as in Alpha, 8, 0, 3, 3.
Customer: Okay. Eight to ten tomorrow.
Agent: Eight to ten tomorrow, and my call at 7:30. Thank you for giving us another chance, Mr Walker.
The hard moment: "That's what the last person said." The answer is not a bigger apology. It is a specific promise that the agent personally owns. What an assessor hears: No interruption while the caller vents, one sincere apology instead of five, and a voice that stays low and steady when his rises.
6. Upsell: solving the data problem, then offering a plan
Customer card (for your partner or the AI): You are Kim Tran, a mobile customer. You run out of data around the twentieth of every month and buy top-ups. You will change plan if the price is fair, but you are worried about being locked into a new contract.
Script 6, written by TalkDrill
Customer: I keep running out of data and buying top-ups. Why does my data go so fast?
Agent: Let me check, Ms Tran. You're on the 10 GB plan. In the last three months you used between 14 and 16 GB, mostly on video. The top-ups cost you about 15 dollars extra a month.
Customer: Wow. Okay.
Agent: Based on that, there is a 20 GB plan that may suit you better. Would you like to hear about it?
Customer: Sure, but is it going to lock me into a new contract?
Agent: Good question. It's 8 dollars a month more than your current plan, so about 7 dollars less than you're paying now with top-ups. Your contract end date stays the same. There is no new contract.
Customer: That sounds fine. Let's do it.
Agent: Great. Just to confirm: the 20 GB plan, 8 dollars more a month, starting from your next bill on the first, contract end date unchanged. Do you agree?
Customer: Yes.
Agent: It's done, and I'm emailing the details. Your reference is U as in Uniform, 4, 4, 6, 0. Is there anything else I can help with?
The hard moment: The lock-in question. Answer it directly and with numbers. Never hide a condition to close a sale. What an assessor hears: The question answered first, permission asked before the offer ("Would you like to hear about it?"), and the price and conditions stated before a clear yes.
7. Account lock: the caller who is not the account holder
Customer card (for your partner or the AI): You are Grace Lim. Your husband Peter's banking app locked after three wrong passwords. You want the agent to reset it for him because you "know all his details". If the agent refuses politely and explains, hand the phone to Peter (play Peter too).
Script 7, written by TalkDrill
Customer: Hi, my husband's banking app is locked. Can you open it again for him? I know all his details.
Agent: I'm sorry, that's annoying when you need the app. For security, I can only reset access when I'm speaking to the account holder. Is your husband able to come to the phone?
Customer: Can't you just do it? It would be quicker.
Agent: I understand it would be quicker. The rule is there to protect his money, so I can't make an exception. Once he's on the line it takes about three minutes.
Customer: Fine, he's here. (hands over) Hi, this is Peter Lim.
Agent: Hello, Mr Lim. To verify, could you tell me your date of birth and the answer to your security question?
Customer: The second of May, 1979, and Blue.
Agent: Thank you, you're verified. The app locked after three wrong passwords at 9:12 this morning. I've sent a reset link to your registered email. Please open it within thirty minutes and choose a new password.
Customer: Got it. Done.
Agent: You should be able to log in now. One reminder: we will never ask for your password or a one-time code on a call. Is there anything else I can help with?
The hard moment: "I know all his details." Saying no to the wrong person, politely, with a reason and the quickest route to yes. What an assessor hears: Verification before any account detail, a refusal that carries a reason and an alternative, and a security reminder at the close.
8. Refund: "Your colleague said three days"
Customer card (for your partner or the AI): You are Daniel Reyes. You returned a jacket twelve days ago. An agent told you the refund would take three days. Nothing has arrived. You are irritated and you mention the colleague's promise twice.
Script 8, written by TalkDrill
Customer: I returned a jacket twelve days ago and I still haven't got my refund. Your colleague said three days.
Agent: I'm sorry, Mr Reyes. I can see why you're frustrated, especially after being given a date. May I have the order number?
Customer: R 9 0 2 2 4.
Agent: R as in Romeo, 9, 0, 2, 2, 4. Thank you. Here's what happened. The warehouse received the jacket on the tenth, and we sent your refund of 64 dollars on the thirteenth. That was the three days my colleague meant: three days for us to send it. Your bank then takes up to five working days to show it, which brings us to tomorrow, the twentieth.
Customer: So it is coming?
Agent: Yes. I'm emailing you the refund confirmation with the transaction number. If the money isn't in your account by the end of tomorrow, your bank can trace it with that number. Would you like me to call you on the twenty-first to check?
Customer: Yes, call me.
Agent: I'll call you on the twenty-first between 10 and 12. I'm sorry the first explanation wasn't clearer. Is there anything else I can help with today?
The hard moment: The colleague's promise. Do not blame the colleague; explain the gap between what was said and what happens. What an assessor hears: The timeline told in order, with dates; a proof document offered; nobody blamed.
9. Escalation: "I want a supervisor, now"
Customer card (for your partner or the AI): You are Helen Ward, a shop owner. Your card machine stopped taking payments at 11 am. You have restarted it twice. You demand a supervisor immediately. (Agent card: no supervisor is free for about 20 minutes; an urgent merchant line can send a replacement machine today.)
Script 9, written by TalkDrill
Customer: I want to speak to a supervisor. Now.
Agent: I can arrange that. So I can brief them properly, let me check I have the facts right: your card machine stopped accepting payments at 11 this morning, you've restarted it twice, and you're losing sales.
Customer: Yes. Every minute costs me money.
Agent: I understand. The earliest supervisor is free in about twenty minutes, and I don't want you waiting on hold for that. I can book a supervisor callback within twenty minutes, or transfer you now to our urgent merchant line, which can send a replacement machine today. Which would you prefer?
Customer: The replacement. But I still want the supervisor to call me.
Agent: Then I'll do both. I've booked the supervisor callback for 12:40 on this number, and I'm transferring you to the urgent line. I'll brief them first, so you won't need to repeat anything. Your case number is E as in Echo, 5, 1, 7, 9.
Agent: (to the colleague) Hi, I have Helen Ward, merchant account verified. Card machine down since 11, two restarts done, she needs a replacement today. Supervisor callback booked for 12:40.
Agent: (back to the customer) You're connected now, Ms Ward. Thank you for your patience.
The hard moment: No supervisor is free. Never say "no supervisor is available" and stop. Give a time and a faster route to the real fix. What an assessor hears: The warm handover in one breath: who, verified, problem, what was tried, what they need.
10. Survey: an outbound call that turns into a complaint
Customer card (for your partner or the AI): You are Ruth Adams. A technician repaired your fridge last week. When the agent calls, first say you are busy, then agree. Give a low score on question two and complain that the technician was two hours late and nobody called you.
Script 10, written by TalkDrill
Agent: Good evening, may I speak to Ms Ruth Adams?
Customer: Speaking.
Agent: This is Bea calling from HomeCare Services. You had a repair visit last week, and I'm calling for a short feedback survey. It takes about two minutes. Is now a good time?
Customer: I'm a bit busy, actually.
Agent: No problem. Would tomorrow at the same time be better, or would you prefer we don't call?
Customer: Oh, go on then, if it's quick.
Agent: Thank you. This call is recorded for quality. Question one: on a scale of 1 to 5, where 5 is very satisfied, how satisfied were you with the repair?
Customer: Four. It works now.
Agent: Thank you. Question two: on the same scale, how satisfied were you with the timing of the visit?
Customer: Two. He was two hours late and nobody called me.
Agent: I'm sorry about that. I've noted it word for word. Would you like me to pass it to the service team so a manager can follow up with you?
Customer: Yes, please.
Agent: I'll do that today. Last question: from 0 to 10, how likely are you to recommend us to a friend? ... Thank you, Ms Adams. That's all. Have a lovely evening.
The hard moment: The complaint in the middle. A survey agent records it, apologises and routes it. It does not try to solve it on the survey call. What an assessor hears: Purpose, time needed and consent before question one; every scale read the same way; the call ends when promised.
80 customer service phrases, by stage of the call
These are TalkDrill's list, grouped in the order a call happens. You do not need all 80. Pick two from each group, say them aloud until they feel like your own words, and use them in every practice call. Square brackets mark the parts you change. For phone, chat and email versions of many of these, see our customer support phrases guide.
Opening and greeting (8)
| # | Say this | When |
|---|---|---|
| 1 | Thank you for calling [company], this is [name]. How may I help you today? | The standard inbound opening. Smile as you say it; it changes the sound. |
| 2 | Good morning, you're speaking with [name] from the billing team. | When your team matters to the caller. |
| 3 | I'm happy to help you with that. | Right after the caller states the problem. |
| 4 | Thank you for waiting. I appreciate your patience. | When the caller has queued. |
| 5 | May I have your name, please? | Before verification, if the system has not shown it. |
| 6 | I can hear you clearly now. Can you hear me? | After a bad start on the line. |
| 7 | Is this a good time to talk for about two minutes? | Every outbound call, before anything else. |
| 8 | I'm calling about the order you placed on Monday. | Outbound: the reason in one line. |
Verification (8)
| # | Say this | When |
|---|---|---|
| 9 | For your security, I need to verify a few details first. | Before any account detail. |
| 10 | Could you please confirm your date of birth? | A standard check. |
| 11 | Could you spell your last name for me, please? | For any name you are not sure of. |
| 12 | Was that B as in Bravo, or V as in Victor? | When two letters sound alike on the line. |
| 13 | Let me read that back to you: 4, 4, 1, 7. Is that correct? | Every number, every time. |
| 14 | Thank you, the account is verified. | So the caller knows the check is over. |
| 15 | I'm sorry, I can't discuss the account until we complete verification. | When the caller refuses or fails a check. |
| 16 | Could you read me the order number? It starts with two letters. | Helping the caller find it. |
Listening and clarifying (10)
| # | Say this | When |
|---|---|---|
| 17 | Just to make sure I understand, ... | Before you repeat the problem back. |
| 18 | So the problem started on Monday, is that right? | Checking one fact. |
| 19 | Could you tell me a little more about what happened? | When the first description is short. |
| 20 | What do you see on the screen right now? | Technical support: ask, do not guess. |
| 21 | Sorry, the line broke up for a moment. Could you repeat the last part? | Blame the line, never the caller. |
| 22 | Do you mean the home phone or the mobile? | Closing a misunderstanding early. |
| 23 | When you say it's not working, does it not turn on at all? | Turning a vague word into a fact. |
| 24 | Take your time. I'm listening. | When the caller is upset or slow. |
| 25 | Let me note that down. | So silence on the line has a reason. |
| 26 | I have everything I need. Here's what I'll do. | The bridge from listening to solving. |
Empathy and apology (10)
| # | Say this | When |
|---|---|---|
| 27 | I understand how frustrating that must be. | Once, early, and mean it. |
| 28 | I'm sorry this happened, especially after you called twice. | An apology that names the real problem. |
| 29 | That sounds stressful, and I want to fix it on this call. | Empathy joined to action. |
| 30 | You were right to call us about this. | When the caller feels they are a nuisance. |
| 31 | Thank you for telling me. That helps me find the problem. | After a long explanation. |
| 32 | I can see why you're upset. | Acknowledging, not arguing. |
| 33 | I'd feel the same if my parcel was missing. | Sparingly; only when it is true. |
| 34 | I apologise for the inconvenience this has caused. | Formal; use it once, not every minute. |
| 35 | Thank you for staying on the line. | After a long hold or a long fix. |
| 36 | You don't need to repeat it. I have the notes from your last call. | Repeat callers: the most welcome sentence. |
Hold and transfer (10)
| # | Say this | When |
|---|---|---|
| 37 | May I place you on hold for about two minutes while I check this? | Ask, give the reason, give the time. |
| 38 | Thank you for holding. I have the information now. | Coming back with an answer. |
| 39 | I'm still checking. May I have two more minutes? | Never leave a caller on a silent long hold. |
| 40 | I'm going to transfer you to our technical team, who can reset the line. | Say who and why. |
| 41 | Before I transfer you, I'll explain the issue to them, so you won't need to repeat it. | The warm transfer promise. |
| 42 | If we get disconnected, I'll call you back on this number. | Before any transfer or long hold. |
| 43 | Is this the best number to reach you on? | Before a callback. |
| 44 | The wait for that team is about five minutes. Would you prefer a callback? | Giving the caller the choice. |
| 45 | I'm back. Thank you for your patience. | The first words after any hold. |
| 46 | I'm connecting you now. Have a good day. | The last words before the transfer. |
Explaining and solving (10)
| # | Say this | When |
|---|---|---|
| 47 | Here's what happened. | Before a short, ordered explanation. |
| 48 | There are two options. The first is ..., and the second is ... | Choices, numbered. |
| 49 | The first step is to unplug the router. | One instruction per sentence. |
| 50 | Please tell me when you've done that. | So you know when to give the next step. |
| 51 | That will take three to five working days. | A range, not "soon". |
| 52 | I've raised a request for you. Your reference number is ... | Every case gets a number. |
| 53 | You'll receive an email confirmation within the hour. | What happens next, and when. |
| 54 | Let me take you through it step by step. | For a nervous or non-technical caller. |
| 55 | To fix this today, I'll need to ... | When you need something from the caller. |
| 56 | I've added a note to your account, so anyone you speak to will see it. | Protecting the next call. |
Saying no politely (8)
| # | Say this | When |
|---|---|---|
| 57 | I'm not able to do that, but here's what I can do. | The most useful sentence in customer service. |
| 58 | I understand why you're asking. The policy doesn't allow ..., but I can offer ... | Reason, then alternative. |
| 59 | I don't have that information right now. Let me find out. | Instead of guessing. |
| 60 | That's outside what I can approve, so I'll pass it to my supervisor today. | Escalating with a time. |
| 61 | I wish I could change that for you. | Softening a firm rule, once. |
| 62 | What I can promise is ... | Moving from no to a commitment. |
| 63 | I'd rather give you a correct answer than a quick one, so let me check. | When you are unsure. |
| 64 | Unfortunately, that option isn't available on your plan. | A plain no, followed by the next option. |
Offers and upselling (6)
| # | Say this | When |
|---|---|---|
| 65 | Based on what you've told me, there's a plan that may suit you better. Would you like to hear about it? | Only after the problem is solved. |
| 66 | It's [amount] more a month and includes ... | Price first, then the benefit. |
| 67 | There is no change to your contract end date. | Answering the fear before it is asked. |
| 68 | Would you like me to set that up, or would you prefer some time to think? | A clear yes or no, no pressure. |
| 69 | No problem at all. I'll leave your plan as it is. | Accepting a no gracefully. |
| 70 | I'll email the details so you can compare. | When the caller hesitates. |
Closing (10)
| # | Say this | When |
|---|---|---|
| 71 | To summarise, ... | Before the close: what was done, what happens next. |
| 72 | Your reference number is ..., and you'll hear from us by Friday. | The number and the date together. |
| 73 | Have I answered all your questions? | Checking the call is really finished. |
| 74 | Is there anything else I can help you with today? | The standard close. |
| 75 | If anything changes, call us and quote your reference number. | So the next call starts faster. |
| 76 | I'm glad we could sort that out. | When the problem is fixed. |
| 77 | Thank you for your patience today, Mr Reyes. | Use the name once at the end. |
| 78 | You may receive a short survey about this call. | Where your process asks you to say it. |
| 79 | Thank you for calling, and have a great evening. | The final line. |
| 80 | Take care. Goodbye. | Let the caller hang up first where your process allows. |
Twelve phrases to drop before the mock call
Most of these are normal in Indian or Philippine English and in office email at home. On a call with a customer in the US, the UK or Australia, they can confuse the caller or sound rude without meaning to. This is TalkDrill's list, not an employer's rule.
| Instead of | Say | Why |
|---|---|---|
| "Kindly do the needful." | "Could you please send the photo of the receipt?" | Say exactly what you need. |
| "I will revert back to you." | "I'll get back to you by 4 pm." | "Revert" puzzles many callers; add a time. |
| "What is your good name?" | "May I have your name, please?" | "Good name" is unfamiliar outside South Asia. |
| "Please open the router." (meaning switch it on) | "Please switch on the router." | "Open" can sound like "take it apart". |
| "Calm down." | "I can hear how frustrating this has been." | Telling a caller to calm down makes them angrier. |
| "That's not my department." | "The billing team handles this. I'll connect you and explain the issue first." | Own the next step. |
| "You have to restart it." | "Could you restart it for me?" | An order sounds like blame. |
| "I don't know." | "Let me find out for you." | Same honesty, plus action. |
| "Hold on." / "Wait." | "May I place you on hold for two minutes?" | Ask, with a reason and a time. |
| "As I said earlier, ..." | "Just to recap, ..." | The first sounds like the caller was not listening. |
| "Ma'am" or "Sir" in every sentence | The caller's name, once near the start and once at the close | Respect without repetition. |
| "Your problem" | "This issue" or "the delivery" | Do not make the problem belong to the caller. |
The 5-minute simulation, with a score sheet
Run this tonight. It is a single call built so that every stage of the flow, and three classic pressure points, happen inside five minutes. Your partner (a friend, a family member or the AI in role-play practice) reads the customer card and the three cues. You only see the agent brief. Record the call on your phone.
Simulation card, written by TalkDrill
Agent brief: You work for a travel booking company. Customers call about bookings. You can resend confirmations, change contact details after verification, and book a supervisor callback. You cannot refund without a supervisor.
Customer card: You are Chris Evans. You booked a flight to Manila for tomorrow morning and the confirmation email never arrived. You are anxious. Your booking reference is P K 7 7 3 Q. Your email on the booking is chris.evans at mail dot com, but you typed "chirs" by mistake.
Cue 1, at about 1:30: interrupt the agent: "Look, I don't have time for questions, just tell me if I have a seat!"
Cue 2, at about 3:00: when the agent finds the email typo, say: "So this is my fault?"
Cue 3, at about 4:00: say: "I want a refund for the stress this has caused."
| Time | What should happen |
|---|---|
| 0:00 to 0:30 | Opening, name, offer of help. |
| 0:30 to 1:30 | Verification. The booking reference read back with a spelling alphabet (P as in Papa, K as in Kilo). |
| 1:30 to 2:30 | Cue 1. Answer the real question first ("Yes, your seat is confirmed for tomorrow at 7:10"), then finish the check. |
| 2:30 to 3:30 | Find the typo, ask to place the caller on hold to correct it, come back with thanks. Cue 2: "Not at all, it's a one-letter typo and it's fixed now." |
| 3:30 to 4:30 | Resend the confirmation and stay on the line until the caller sees it. Cue 3: say no politely, offer the supervisor callback with a time. |
| 4:30 to 5:00 | Summary, reference, anything else, close with the caller's name. |
Score sheet (one point each, TalkDrill's checklist)
| # | Check | Point? |
|---|---|---|
| 1 | Opened with name and an offer of help in the first 10 seconds | |
| 2 | Verified before giving any booking detail | |
| 3 | Read the reference back with a spelling alphabet | |
| 4 | At cue 1, answered the real question before continuing | |
| 5 | Asked permission, gave a reason and a time for the hold; thanked the caller after it | |
| 6 | At cue 2, no blame, one reassuring sentence | |
| 7 | At cue 3, said no with a reason and offered a real alternative | |
| 8 | No pause longer than about three seconds without saying what you were doing | |
| 9 | Summarised and gave a reference and a time | |
| 10 | Pitch and pace stayed the same when the caller pushed |
Listen to the recording once. Below 7: fix the lowest-numbered missed point and run the call again tomorrow. 8 or more: swap in a script from above and run it cold, without reading it first.
Call centre interview English: six questions
There is also an interview, run by HR or by operations, and each employer sets its own questions; the six below are ones applicants plan for, and each model is short on purpose, because a long memorised answer sounds memorised. All models are written by TalkDrill. For a longer list, see our BPO interview questions and answers.
1. Tell me about yourself.
Model (fresher): "I'm Mae. I finished my BS in Hospitality Management in Cebu this year. During college I worked weekends at a hotel front desk, so I'm used to guests who are tired or upset, and I learned to stay calm and fix things one step at a time. I'm applying here because I want a role where solving problems by talking to people is the whole job."
2. Why do you want to work in a BPO?
Model: "Three reasons. I enjoy helping people, and a call is a problem I can finish in a few minutes. The training is structured, so I'll keep improving my English and my product knowledge. And there is a clear path to team leader for people who perform."
3. Are you comfortable working night shifts?
Model: "Yes. I've thought about it practically: I've arranged transport, and my family knows my sleep hours will change. I know the first weeks are the hardest, so I'll keep a fixed sleep routine even on rest days."
4. How would you handle an angry customer?
Model: "First I'd let them finish without interrupting, because people calm down faster when they feel heard. Then I'd repeat the problem back so they know I understood, apologise once for the specific problem, and tell them exactly what I can do and by when. If it's outside what I can approve, I'd escalate with a time, not leave them waiting."
5. Tell me about a time you solved a problem for someone.
Model (STAR shape): "In my final year, our class registration system crashed the night before the deadline (situation). I was class representative, so I had to make sure forty students were registered (task). I collected everyone's details in one form and called the registrar's office when it opened at eight (action). All forty were registered by noon, and the office used my form for the other sections (result)."
6. Why should we hire you?
Model: "Because I already do the three things this job needs: I listen before I answer, I stay calm under pressure, and I learn fast. In the English test and today's mock call I've shown you how I sound on the phone. I'm ready to be trained and to hit the numbers."
Practise these out loud, not in your head. The AI mock interview for BPO voice roles asks follow-up questions you cannot predict, which is the real test.
Clear-voice drills for the phone
"Neutral accent" is what recruiters say; what the official tests describe is narrower and more useful. Pearson's Versant guide asks you to "Speak clearly at a normal volume (don't shout or whisper)" and "Speak at a normal speed (do not rush or speak extra slowly)". Harver measures rate, pauses and hesitations, cadence and pitch. SVAR scores pronunciation and fluency. None of them asks you to sound American or British. Five ten-minute drills:
Drill 1: numbers that sound alike
Stress the second syllable of the -teen numbers and the first syllable of the -ty numbers: thirTEEN and THIRty, fifTEEN and FIFty, eighTEEN and EIGHty. Read ten amounts aloud: "fifteen dollars, fifty dollars, thirteen ninety-nine, thirty ninety-nine". Say long numbers in groups of two or three: "4 4 1, 7 2 9", not one long string.
Drill 2: the spelling alphabet
Learn the international spelling alphabet until it is automatic: Alpha, Bravo, Charlie, Delta, Echo, Foxtrot, Golf, Hotel, India, Juliett, Kilo, Lima, Mike, November, Oscar, Papa, Quebec, Romeo, Sierra, Tango, Uniform, Victor, Whiskey, X-ray, Yankee, Zulu. Spell your full name, your street and three email addresses with it, recorded. B and V, P and F, M and N, S and F are the pairs callers mishear.
Drill 3: pause at the end of an idea
Mark a script line with slashes where a pause belongs and read it: "Your refund was sent on the thirteenth / and your bank takes up to five working days / so it should arrive tomorrow." Pauses at the slashes sound confident; pauses in the middle of "working / days" sound like hesitation, which Harver says it measures.
Drill 4: intonation that sounds polite
Statements and wh-questions fall at the end ("How may I help you today?" falls on "today"). Yes or no questions rise ("Is this a good time?"). A flat or falling yes or no question can sound impatient on a phone line, where the caller has no face to read.
Drill 5: the sounds your first language changes
| First language | Check first | Practice line (TalkDrill) | Drill |
|---|---|---|---|
| Tagalog, Bisaya | f and p, v and b | "Please verify the five files before Friday." | p, f, b, v drill |
| Hindi | v and w | "We will verify the warranty within a week." | v and w drill |
| Telugu, Tamil, Malayalam, Kannada | Word stress and stress timing | "I'll PHOtograph the reCEIPT and send it toMORrow." | word stress drill |
| Bengali | s and sh, v and b | "She said the service will be back by seven." | Read Aloud |
Marathi speakers and anyone not in the table: the full list, with the habits each machine test penalises, is on BPO English test mistakes by first language. For a longer programme, see our neutral accent training guide.
Your practice route on TalkDrill
| Step | What to do | Where |
|---|---|---|
| 1. Tonight, 15 minutes | Read the agent lines of scripts 1 to 3 aloud and record them. Then one paragraph in Read Aloud to check your clarity. | Read Aloud |
| 2. Tonight, 15 minutes | Give the AI the customer card from script 5 (the angry caller) and play the agent. Then the simulation above, once. | Role-play practice |
| 3. Tomorrow | Scripts 6 to 10 as role-plays, each in your own words. The returns scenario is ready-made. | Return a faulty product |
| 4. Before the interview | The six interview questions with an AI interviewer who asks follow-ups. | AI mock interview: BPO voice |
| 5. If the English test is still ahead | Follow the week plan: day 5 adds your first mock call, and its after-the-test week is built on this page. | 7-day BPO English test plan |
Back to the BPO and call centre English tests hub for the four tests compared and every other page in this guide.