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 has a huge impact on customer emotions, overall experience of the interaction and customer perception of your brand. Below are some call center etiquette essentials along with helpful phrases 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 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.
  • Ask the caller if it’s okay to put them on hold and thank them for being patient;
  • Inform the caller they are being transferred and explain why it’s in their best interest;
  • 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 opening phrases

Asking for more information

Putting a caller on hold

Transferring a call

Handling angry callers

Call closing phrases

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