Despite the rapid rise of digital communication channels, phone support still remains one of the most preferred options for consumers to reach out to brands. In fact, phones still account for 68%ย of all support interactions. That being said, the language call center agents use when interacting with customers have a huge impact on customer emotions, the overall experience of the interaction, and customer perception of your brand. Below are some etiquette tips along with call center templates support agents can use to properly start and end a conversation, put on hold, transfer customer calls, or deal with dissatisfied callers.
Whether you are conducting a cold call or answering a customer service inquiry via phone, there are always rules you should follow. These simple good etiquette practices will make your call center seem more professional and, more importantly, they will create a better overall customer experience.
โWelcome to [COMPANY] customer service. My name is [AGENT NAME]. How can I help you today?โ
โGood morning/ afternoon! Youโre through to [COMPANY]. My name is [AGENT NAME]. How may I help you today?โ
โGood afternoon. Youโre speaking to [AGENT NAME]. How may I help you?โ
โHello, and thank you for calling [COMPANY]. My name is [AGENT NAME]. Iโd like to let you know that this call may be recorded for quality and training purposes. How may I help you today?โ
โGood afternoon! You are through to [COMPANY] customer service, [AGENT NAME] speaking. Can you please tell me your name so it would be comfortable for us to speak?โ
โThank you for calling [COMPANY], [AGENT NAME] speaking. How may I direct your call?โ
โThank you for contacting [COMPANY]! Can you please provide me with your order number so that I can check the status of your package?โ
โLetโs see how we can sort this out. May I have your account number please?โ
โSo, what I understand so far is โฆ It would be great if you could tell me a bit more aboutโฆโ
โFor me toโฆ it would be brilliant if you could give me just of few more details on โฆโ
โFrom what I understand โฆ. It would be excellent if you could provide me with โฆโ
โMay I take your information before we proceed?โ
โ[CUSTOMER NAME], just to be sure I got it correctly, would you mind spelling that for me please?โ
โ[CUSTOMER NAME], is it okay if I ask you a few questions to verify your account information?โ
โ[CUSTOMER NAME], please hold on for a second, Iโm going to check your last payment details right now.โ
โPlease hold for a minute so that I can speak with my supervisor and get back to you with an answer.โ
โMay I place you on hold for about a minute or two while I take a look into that for you?โ
โ[CUSTOMER NAME], can you please hold while I retrieve your file? I will be back in a minute.โ
โIโm not sure if we can do that, but let me check. Could you please hold for a couple of minutes?โ
โ[CUSTOMER NAME], I will check to see if [AGRNT NAME] is available to take your call. Can you please hold for a moment?โ
โI apologize for the inconvenience. Iโm still looking up your information but will have an answer for you in just a moment, please hold for a few more seconds. โ
โWould you mind holding for just a moment while I check your account details?โ
โIf it is ok with you, I am going to put you on hold for a moment while I look up your insurance information.โ
โIt will take me about two to three minutes to โฆ Do you mind if I put you on a quick hold?โ
โ[CUSTOMER NAME], do you mind holding? I will need to โฆ Iโll be back on the line with you soon โ two or three minutes at the most.โ
โIโm confident this is the right solution, but let me just put you on a brief hold to confirm with my colleague.โ
โI have a solution for the issue, but itโs going to take me a little time to set things up. Do you mind if I put you on hold for a moment?โ
โ[CUSTOMER NAME], unfortunately I canโt help you with this, but Iโll put you through to the accounting department, just stay on the line for a moment please.โ
โ[CUSTOMER NAME], please stay on the line while Iโm transferring you to the sales department.โ
โIโm going to connect you to our service department now. They should be with you in less than two minutes. Please stay on the line.โ
โ[CUSTOMER NAME], the best person to answer your question is [AGENT NAME] from the tech support team. He is ready to receive your call. Can I transfer you now?โ
โ[CUSTOMER NAME], I am going to transfer you over to [AGENT NAME] in the sales department. Her direct number is (phone number), in case you get disconnected. She will be able to help you.โ
โIt looks like you were working with my colleague [NAME] before. Do you mind if I put you through to him right now so you donโt have to repeat your issue again?โ
โThat seems to be outside of my area of expertise. Would it be alright if I transferred you over to a specialist that can look into this?โ
โWhen I transfer you, there may be a moment without sound. Donโt worry, this is normal and someone will pick up right after that.โ โAfter I transfer you, there will be a short series of beeps. Please donโt worry, this is just the line switching. [AGENT NAME] will be with you directly.โ
โMy apologies. That must be very frustrating. Now please tell me exactly what happened and I will get to work on fixing this.โ
โIโm sorry youโve had to deal with this. I realise that this situation is difficult, but letโs try and find a solution.โ
โI understand how annoying that must be. I would feel the same in your situation, but we will sort this outโฆโ
โIโm sorry you are having this problem, that would certainly frustrate me too. Letโs see if there is anything we can do to help the situation.โ
โI completely understand how frustrating it is, but weโll get this handled. Now letโs see what we can do to resolve the problem โฆโ
โIโm sorry about your poor experience and I appreciate you bringing this to our attention. Letโs see how we can make things right.โ
โIโm sorry to hear that, it does sound frustrating. I am going to take care of this for you.โ
โMy apologies once again. We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our management team.โ
โMy apologies for the inconvenience. Let me sort this out for you as quickly as possible, so you can get on with your day.โ
โI can imagine how frustrated you are and I will do all I can to resolve the issue quickly and to your satisfaction. Let me be sure I understand the problem correctly (repeat the issue).โ
โIโm so sorry we didnโt meet your expectations. I appreciate you telling me this, so I can pass the message on to our management team to ensure this doesnโt happen again.โ
โYouโre certainly welcome, [CUSTOMER NAME]. Iโm delighted we could get the problem sorted out and thank you. We appreciate you calling to let us know.โ
โThanks for calling, and if you have any additional questions, please call us again, weโll be happy to help.โ
โThanks for your call. It was a pleasure discussing your [concern/ issue] today, enjoy the rest of your day.โ
โThank you very much for you time, [CUSTOMER NAME], and thanks for calling [COMPANY NAME]. We look forward to working with you in the future. Have a great day!โ
โYouโve been speaking with [AGENT NAME] today. Thank you for contacting [COMPANY]! Have a great day.โ
โThanks so much for calling today. If thereโs anything else we can do for you, please donโt hesitate to call us again.โ
โIs there anything else that I can help you with today? In that case, thank you for calling [COMPANY]. We hope that you had a satisfactory experience with us today. Have a good day!โ
โIs there anything else I can do for you today? Iโd like to thank you for calling [COMPANY] and remind you we are here whenever you need us. I hope your experience was satisfactory and we look forward to serving you in the future. Have a great day!โ
โThanks so much for your call, glad we got that resolved. If thatโs everything, have a wonderful day!โ
โItโs been great getting a chance to chat with you, [CUSTOMER NAME]! If thereโs anything else we can help you with, just give us a call. Thank you and enjoy your afternoon!โ
โThank you for calling, [CUSTOMER NAME]. It was great chatting with you and Iโm happy we found a solution that worked. Have a great day!โ
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Call center quality assurance is a procedure in which phone calls are monitored to ensure that the call center or its agents are performing to the expected level of service.
Call center quality assurance is important because your employeesโ speech can make or break your reputation. If they are talking with customers in a sloppy manner, this will reflect your business and may cause you to lose customers.
The best format for a call center resume is a chronological one that includes both educational and work experience. The resume should be neat, well-organized, and easy to read.
First contact call center templates
According to studies, phone support is still preferred by most customers over chat or other channels, despite predictions that live chat will become more popular. LiveAgent offers a range of options to provide excellent customer support. The text also provides two templates for first contact with customers reporting an issue, including questions to help agents provide effective solutions. A problem report may be created with a unique ticket number that can be tracked by customers.
Call centers require specialized phone systems for effective customer support, with IP, VoIP, and mobile phone systems among the most common types. Call center agents also need other equipment such as computers, headsets with microphones, and call center software for call management and operations. Choosing the right call center phone system involves considering advanced features, processing times, security standards, payment and routing options, as well as support for self-service and multi-channel communications. LiveAgent offers numerous features and integrations for call centers looking to improve their services.
The given text mainly talks about LiveAgent, a call center software that offers various features and tools to improve agent productivity and customer service. It also mentions the benefits of call center quality assurance and provides information on the cost of call center software. In addition, the text includes some company information and a call to action to subscribe and receive news about LiveAgent updates and discounts.
What is Call Center Technology?
Call center technology refers to the tools, both software and hardware, used by call centers for inbound and outbound calls. Cloud-based call centers, omnichannel support, and self-service tools are among the emerging trends in call center technology. Software solutions like LiveAgent offer features like SIP trunking and VoIP services to help businesses improve their communication with customers. The technology works through a private cloud, utilizing voice over internet protocol and intelligent customer routing. Essential components of call center technology include VoIP softphones, IVR, voicemail messages, pre-recorded responses, and call center queue management options.
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