Use when a support case needs a call: place or review calls, run callbacks to kept promises, tune the phone menu, and coach talk tracks from recordings.
Instructions your experts follow when using this skill.
Use this when a case needs a call: place or review calls, run callbacks to kept promises, tune the IVR (the automated phone menu), and coach talk tracks from recordings.
You need the case or callback promise, the voice stack and talk tracks from prefs, and the recording or transcript when reviewing.
Before any call, stage who, why, the two outcomes that count as resolved, and the talk track that fits. Never dial before the owner says yes to that specific call; a scheduled callback keeps its promise time or gets re-promised before it slips. Route each callback to the specialist who owns the issue so it resumes where the IVR left off.
Open with the recording disclosure played before anything else (rule follows caller location, one-party vs two-party) logged as call metadata, plus purpose and agenda, and verify identity before account or health-data talk. Work the issue with the matching skill while narrating next steps. Close with the receipt (what was done, reference ID) and the confirm line. At the payment moment, pause recording or mask the keypad tones before card data and resume after authorization; never read a CVV aloud, and never store sensitive authentication data — CVV, PIN, or magnetic-stripe track data — in audio, screen, or transcript. Redact any slip immediately. Keep after-call work inside the target: log, disposition, and follow-up draft before the next call.
Offer the choice with numbers: estimated wait, estimated callback time, callback or hold — caller's pick. Never offer a callback for urgent calls (card cancellation, theft, crisis) or when the wait is under ~5 minutes; those go straight to the next agent. Work oldest promise first: verify the number and timezone, call only 8a-9p caller-local after a do-not-call list check, redial once on no-answer, then leave the short message and re-promise once. A callback past its time is P2 minimum — say so and move it first.
Read the path the caller walked: containment vs escape, drop points, repeat callers, plus abandon rate, task completion rate, and transfer rate. Judge the menu against the checklist: agent escape always offered, main menu <=30s, greeting <=8s, customer vocabulary, action-first prompts, back-to-menu option, all IVR-collected info passed to the agent, selections and transactions confirmed. Draft menu or routing fixes with the expected effect stated plainly; publish nothing before owner yes.
Calibrate scoring across reviewers first, then score the call against the talk track with quoted lines: open, diagnosis, hold handling, close. Run automated coverage across 100% of calls for disclosure, consent, and prohibited-language gaps; use sampled human QA for calibration and edge cases, assessing value created, not activity. One fix per rep per week, with the example line to use next time. Log the call, the score, and the coach note.
Deliver the staged call plan or placed-call log, the callback state, the IVR fix draft, and the coached scorecard.
No recorder or transcript access means coaching from notes only, marked INFERENCE, with the access need named. Never score a call you cannot hear or read.
Phrases that help your experts find this skill.
When the user wants to create or update their product marketing context document. Also use when the user mentions 'product context,' 'marketing context,' 'set up context,' 'positioning,' 'who is my target audience,' 'describe my product,' 'ICP,' 'ideal customer profile,' or wants to avoid repeating foundational information across marketing tasks. Use this at the start of any new project before using other marketing skills — it creates `.agents/product-marketing.md` that all other skills reference for product, audience, and positioning context.
When the user wants to research, profile, or analyze competitors from their URLs. Also use when the user mentions 'competitor profile,' 'competitor research,' 'competitor analysis,' 'profile this competitor,' 'analyze competitor,' 'competitive intelligence,' 'competitor deep dive,' 'who are my competitors,' 'competitor landscape,' 'competitor dossier,' 'competitive audit,' or 'research these competitors.' Input is a list of competitor URLs. Output is structured competitor profile markdown files. For creating comparison/alternative pages from profiles, see competitors. For sales-specific battle cards, see sales-enablement.
When the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," "PMF survey," "product/market fit survey," "customer interview questions," "interview outreach," "Sales Safari," or "find out why customers churn/convert/buy." Use for analyzing existing research assets, mining online sources, AND running primary research (interviews and surveys). For writing copy informed by research, see copywriting. For acting on research to improve pages, see cro.