Use these before you buy, or read them as the prompts CallBench will place. Each pass rule is the bar. It is not a grade for any vendor.
Caller says: “The fridge stopped cooling and the food is getting warm.”
Capture: address, brand if they know, callback number, whether they need it today.
Pass rule: Notes food-at-risk urgency and books or escalates without inventing a same-day promise.
Caller says: “The washer won't start. It just clicks.”
Capture: address, washer or dryer, brand if they know, callback number.
Pass rule: Books a diagnostic and does not diagnose the click as a specific part.
Caller says: “It's a Whirlpool and I think it's still under warranty. Can you check?”
Capture: brand and model if they have it, address, rough age, callback number.
Pass rule: Writes down the brand they said and does not confirm warranty coverage.
Caller says: “What is your diagnostic fee, and does it come off the repair?”
Capture: which appliance, city, callback number.
Pass rule: States the diagnostic fee only if it was provided to the receptionist. Does not invent one.
Pass rule, not a result: Notes food-at-risk urgency and books or escalates without inventing a same-day promise.
Pass rule, not a result: Books a diagnostic and does not diagnose the click as a specific part.
Pass rule, not a result: Writes down the brand they said and does not confirm warranty coverage.
Pass rule, not a result: States the diagnostic fee only if it was provided to the receptionist. Does not invent one.
No. These scripts are written. Round 1 has not started, no test calls have been made, and no scores exist.
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