A customer who calls to find out about the services offered by an insurance company, more precisely its policy regarding the optional Casco insurance in case of accidents. The customer wants answers on the spot and the call center operator specifies where on the company's website he can consult the offer and then propose 2 alternatives: either to leave his contact details to be subsequently contacted by an insurance agent or to provide him with the contact details of an insurance agent in the company. The conversation is calm and ends with the satisfied customer.

Customer calls on customer support due to ambiguities regarding health insurance in a foreign country where she is studying and working at the same time.

Purchasing insurance has always been a complex issue, paperwork-intensive process carried out with the help of an experienced agent. However, it will require insurance companies to act with changes in the economy, emerging technologies, and the real-time needs of customers. These conditions are given here as an example scenario.

A customer calls asking for information about Health Insurance medical test reimbursement. The polite insurance consultant answer to the question and say sorry, that the medical tests can not be reimbursed.

Agent calls the customer with the intention of offering her insurance coverage against floods. The client likes the offer and wants to know more about her options, because she knows about the unpleasant experiences of her friends.

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A client calls to a public institution, responsible for personal income taxes and want to have a conversation with an assigned consultant and find out information about filling in tax declaration form. The client wants answers on the spot, but the assigned consultant is out of the office at the moment and the call center operator tries to help what she can do and agree about the next call, when the assigned consultant will be in office. The conversation is calm and ends with the satisfied client.

While interactive voice response (IVR) can benefit businesses, it sometimes brings customer problems. Poorly deployed IVR systems and overly complex IVR menu options: can lead to high call abandonment rates and negative customer responses. Although the customer representative must answer within 20 seconds after the voice response phase, the voice response system is sometimes quite complex, making it difficult to reach the customer representative. Here, the time taken to connect to the customer representative in the mobile operator call center from the main menu of the voice response system is given as a scenario.

Time is considered an important performance variable in the context of the call centers. However, some agents who are aware of this, to save time they speak quite fast, as it costs less talk time.

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Tele-sales, also known as telemarketing, is a form of selling done over the phone. The salesperson tries to inform the customers, who would be looking for the product that she is trying to sell, so that they can buy this product. It is used by many manufacturers in the world. Here, the effort is to sell the vacuum cleaner and a suitable telemarketing scenario where the customer does not want to buy are included.

The call center operator calls a potential customer to present the products she sells online. The client does not seem to be interested and must be convinced to listen the offer. The operator uses a technique to attract the customer's attention by mentioning the advantages of the promotional offer and its validity terms. The client becomes interested and asks for details. The conversation ends with the purchase of a product by the called customer.

Call center agent calls the customer with an advantageous offer of bamboo socks, but the customer has a negative experience with the product and the company, so the sale does not take place and the agent tries to solve the customer's problem.

The call center operator calls a potential customer to present the products she sells online. The client does not seem to be interested in and must be convinced to listen the offer. The operator trying to use a technique to attract the customer's attention by mentioning the advantages of the promotional offer. But the client didn’t show any interest. The conversation ends without the purchase of a product.

In this scenario, the product was promoted within the framework of the outbound business model.

Call centre agent calls the school director with a sale offer of discounted textbooks and teaching aids for the new school year.

An operator calls a potential customer to try to sell him a cosmetic product, but due to the fact that he uses software that does not recognize the diacritics, she does not pronounce the customer's name correctly. The client is particularly upset that the name used by operator is for a female and he is male. The operator is a little confused, but immediately understands the mistake and apologizes and uses a joking answer referring to her own name, which is often read incorrectly.

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A customer has no Internet connection, and calls the call center to transmit the problem to an operator.

The call center representative informs the customer about the new internet packages. The call center representative should be patient and always offer alternative solutions to the customer.

A customer's computer keeps rebooting and he calls the call center to relay the problem to an operator to fix it.

A customer has a pixelated computer monitor and calls the call center to transmit the problem to an operator.

A customer's mouse does not work and customer calls the call center to transmit the problem to an operator and seeks for a solution.

A customer has an expired antivirus license and calls the call center to transmit her problem to an operator.

A customer calls the call center to tell an operator that she has several problems with her computer. The call center operator advises her to install an antivirus software.

The customer calls the call center regarding the membership of sports TV channel. A call center agent should always be flexible and be able to propose new offers…

A customer wants to leave a failure logging.

A customer wants to change their mobile operator. A call center representative must convince her not to lose a customer.

The call center representative offers the customer a new package option in line with his previous preferences. It is important to offer rational suggestions to the customer.

The call center representative calls the customer to report that he exceeded the talk time in his package. It is important to inform the customer about the services offered by the company.

In this scenario, we witness a call center representative operating in the telecommunication sector within the framework of the inbound business model, giving enlightening information to the customer.

The call center operator calls the telecommunication company customer to present the contract benefits and offer an extension of it. The customer does not have time to listen to the offer at that time and call center operator agrees to send the offer by e-mail and organizes call next time.

The customer contacts the telecommunications center for a reminder she received for an invoice that has already been paid. The customer has solved this several times already, so she is upset that she has to deal with it again. The agent detects that the situation is due to an error in the system.

Agent calls the customer to whom the current mobile package ends with an offer to extend or choose a new and more advantageous one. The customer wants to activate a new and more advantageous package.

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In this scenario, the ticket reservation process between the customer representative and the passenger in the airline industry is given as an example.

The client calls a restaurant to book a meal for 10 people for the afternoon of the same day. He asks for a table placed indoor, in a quiet area, away from the orchestra and the dance floor. The operator asks him to wait for her until she checks the availability in the restaurant.

A client calls to order a sushi set. An agent asks necessary information and asks a client for waiting to enter all the data into the system and confirm.

Today, those who visit travel agencies to book tickets or get information have been replaced by customers applying to online customer call centers. Along with technological advances, the travel experience has also changed significantly.

A customer calls to change a time for a table booking in a restaurant. This time is not available. The operator offers available restaurants on the given time but the client is not decisive.

A customer calls the hotel reception. He wants to clarify the date of his reservation because he received information about two reservation dates. The call centre agent inappropriately tells the customer to wait for the information.

An upset customer calls the Call Centre staff to complain that their stay in the hotel has been rescheduled, only to be informed by e-mail and not by telephone.

A customer wants to come to the hotel with a dog even though he has booked a stay in the hotel in the pet-free section.

A client calls the travel agency from which he purchased a vacation, to complain about the accommodation conditions. He is very upset and uses a high tone of voice. The operator asks him for details about the stay purchased using a calm and understanding tone.

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