Call Center
Handle customer calls with scripts, issue resolution, escalation protocols, and interaction logging.
Install via CLI (Recommended)
clawhub install openclaw/skills/skills/ivangdavila/call-centerWhen 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 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
Install with clawhub install <slug> if user confirms:
customer-support- support workflowsescalate- escalation patternscrm- customer data managementchat- text conversations
Feedback
Metadata
Not sure this is the right skill?
Describe what you want to build — we'll match you to the best skill from 16,000+ options.
Find the right skillPaste this into your clawhub.json to enable this plugin.
{
"plugins": {
"official-ivangdavila-call-center": {
"enabled": true,
"auto_update": true
}
}
}Related Skills
Animations
Create performant web animations with proper accessibility and timing.
Arduino
Develop Arduino projects avoiding common wiring, power, and code pitfalls.
Bulgarian
Write Bulgarian that sounds human. Not formal, not robotic, not AI-generated.
Arabic
Write Arabic that sounds human. Not formal, not robotic, not AI-generated.
Assistant
Manage tasks, communications, and scheduling with proactive and organized support.