Call center templates

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% 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.

Basic call center etiquette tips

• When greeting a caller, make sure to introduce yourself and the company;
• Apply active listening techniques to get a better understanding of the caller’s needs and ensure more efficient communication;
• Maintain a professional tone throughout the entire conversation even when handling difficult customers;
• Adapt your communication style to the caller to build greater rapport and trust with them;
• Avoid negative language and keep the conversation positive by focusing on how you can potentially resolve the caller’s issue.
• Inform the caller they are being transferred and explain why it’s in their best interest;
• Ask the caller if it’s okay to put them on hold and thank them for being patient;
• Go off the script when it’s appropriate to keep the conversation feeling natural and avoid sounding robotic.
• When ending a call, be sure to thank the caller for having contacted your business and add a courteous call-closing statement.

Call center template – Opening phrases

Call center template – Asking for more information

Call center template – Putting a caller on hold

Call center template – Transferring a call

Call center template – Handling angry callers

Call center template – Closing phrases

Frequently asked questions

What is call center quality assurance?

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.

Why is call center quality assurance important?

Call center quality assurance is important because your employees’ 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.

What’s the best format for a call center resume?

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.