Key takeaways
- Pick the call your team repeats most, such as answering an enquiry or confirming an appointment.
- List the questions the agent must ask, the facts it may share and the moment a person takes over.
- Draft the opening and the confirmations in spoken Telugu, not textbook Telugu, and keep English where customers use English.
- Try interruptions, a language switch, a caller who changes their mind, silence and a wrong number.
- Connect a number, switch the employee on and read the first week of calls.
Choose one job
Pick the call your team repeats most, such as answering an enquiry or confirming an appointment. One clear job gives you an agent you can test properly.
Write what the caller needs
List the questions the agent must ask, the facts it may share and the moment a person takes over. This is the knowledge it works from.
ListenHears the caller in their own words
UnderstandWorks out what they want
ReplyAnswers in a natural voice
ActBooks, notes or hands over
Write Telugu the way people speak
Draft the opening and the confirmations in spoken Telugu, not textbook Telugu, and keep English where customers use English. Have a native speaker read it aloud.
Rehearse the awkward moments
Try interruptions, a language switch, a caller who changes their mind, silence and a wrong number. Fix what breaks before a real caller finds it.
Go live and read the transcripts
Connect a number, switch the employee on and read the first week of calls. Tighten any question that caused confusion, then widen the scope.
