How a visa support agency should answer clients on the phone

What clients ask on the phone

• “How much is a Schengen visa?” The service fee and the consular fee, separately.
• “How long does it take?” A rough time frame, and the fact that it depends on the embassy.
• “Which documents do I need?” A list by country and purpose of travel.
• “I don’t have a job; can I still get one?” Leave this one to the consultant.
• “I was refused before; can I apply again?” Also a question for the consultant.
• “Where is your office and when are you open?” Address, landmark, opening hours.

What never to promise on the phone

• Never guarantee a visa. “A hundred per cent approval” is what fraudsters say. The right answer: “We’ll help you prepare the documents properly; the embassy makes the decision.”
• Don’t give an exact date: say “usually this many days”, based on your own data.
• Don’t advise on refusals or difficult cases by phone: a consultant who has seen the documents answers.
• To any question about fake documents, a fake job or a fake bank statement, there’s one answer: a firm “no”.

Six questions before booking a consultation

1. 1Which country? For Schengen, which is the main destination.
2. 2Purpose of travel: tourism, visiting family, study, work, medical treatment.
3. 3Rough dates. If the embassy queue is long, this is the key question.
4. 4How long the passport is valid.
5. 5Any previous visas or refusals.
6. 6Job or study place. Then offer a specific consultation time.

A sample call

The operator didn’t guarantee the visa, but didn’t leave the question hanging either: the price, the next step and the consultation time are clear. The price is only an example.

Document and appointment reminders

Calls are still needed after the contract: asking for a missing document, reminding the client of their visa centre appointment the day before, saying the passport is ready. A reminder is short: what, when, where. If the client says “I haven’t got the bank statement yet”, ask when they will and call again that day. A missed visa centre appointment can push back the whole trip.

Handing the calls to an AI operator

An AI operator for incoming calls answers every call at once, in the evening and at weekends too. It talks about prices, documents and hours only from your data, gives your written answer about guarantees, asks the six questions and records the consultation time. For a difficult question, it says a consultant will call back and creates a task.

Document and appointment reminders go out through AI outbound calls: you upload the client list as an Excel file. Every call’s recording and transcript are in the portal. Common questions: FAQ. Try it live or call 78 778 01 23.

Questions