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Call center: Closing/pausing contact templates

Many customers want to connect with their favorite brands over the phone. However, most publications focused on customer service announce that “the phone call is dead”, which is actually a sentence from a November 14th, 2010 (!) TechCrunch article. And even though the author added that by “dead” the tech industry means “in decline”, years later and various studies like this one by Forrester prove otherwise.

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However, we can’t argue that other communication channels used in customer services, such as live chat, chatbots, or instant messengers aren’t growing in popularity. But it doesn’t mean that customers are no longer interested in phone assistance.

Below you will find a few examples of closing/pausing contact templates. Use them to finish or pause communication with your customers in a positive way, ensuring their satisfaction and loyalty.

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Call center: Closing/pausing contact templates

Closing/pausing contact template 1

Hello, my name is [agent’s name], and I’m calling from [company/department/team] regarding your reported issue. Am I speaking to [customer’s name]?
[Customer confirms]
Perfect, [customer’s name]. I’d like to inform you that your ticket was resolved a few minutes ago. Everything [add a more detailed description of the issue/flaw/problem with an order] should work fine now. Please check and let me know if everything is okay on your end.
[Wait for the customer to answer]
[Customer’s name], because we found a solution to [issue/problem/technical flaw], I’m closing your ticket. It will be removed from the list of pending tickets, which you can access via the [company] dashboard. If you have any other questions or problems, I’m happy to help.
[If the customer says that they don’t have any more problems, the agent can finish the conversation. If there’s another issue, the agent should act upon it].
Thank you for contacting us, and have a nice day!

Closing/pausing contact template 2

Hey! It’s [name] from [company/department/team] speaking. I’m contacting you regarding the issue with [product/service] that you reported [two days ago/one week ago/etc.]. I’m happy to inform you that the problem was resolved and we can close your ticket now. I hope that works for you.
[Customer confirms]
You can still check the history of this ticket and access any others that you have submitted. Just head to [website address], login into your customer account, and click on the “Support” tab in the menu section. If you need help with any other issue, I’m happy to help now.
[If the customer says that they don’t have any more problems, the agent can finish the conversation. If there’s another issue, the agent should act upon it].
If you encounter any problems with [product/service] later, you can always reach out to us via phone, live chat, or email.

Closing/pausing contact template 3

Hey there! My name is [agent’s name], am I speaking with [customer’s name]?
[Customer confirms]
Great, [Customer’s name]. I’m calling because I’d like to inform you that the request you submitted on [exact submission date and time] has been put on hold for now.
[Pause to let the customer speak if they want to. If the customer doesn’t say anything, the agent can continue]
It was paused because [the reason for the ticket to be paused, for example, the tech team is looking for the best solution and it may take longer than expected/many customers are experiencing the same issue and we would like to take some time to address this problem on a company level/your request involves the work of agents from a few different departments and we need a few more days to arrange things]. I hope it’s not a huge inconvenience for you.
[Pause to let the customer speak if they want to. If the customer doesn’t say anything, the agent can continue]
I promise that we will do our best to resolve this issue as fast as possible. I’ll also inform you about the progress of your request. Let’s stay in touch, okay?
[Customer confirms]
Once again, thank you for your patience, and talk to you soon.

Frequently asked questions

Why should you close/pause contact over the phone?

One of the reasons to close contact may be the simple fact of the customer’s issue being resolved. Then, the only thing to do is to thank the customer for a conversation and assure them that they can reach out again any time they need assistance.

Other reasons for closing contact may include an inability to solve the customer’s request or moving the conversation to a different channel. Pausing contact usually happens when finding a solution to the customer’s problem is taking longer than usual or additional time is needed to involve different stakeholders. In rare situations, contact may be closed because of the client’s behavior: being rude, aggressive, or unwilling to cooperate with the agent, for example.

Should I explain why the contact is being closed/paused?

Yes, your agents should always explain why something is happening, and that doesn’t only apply to explaining the reasons for closing or pausing a contact. Therefore it should be treated as a rule by your agents to clarify why a ticket or contact is being closed or paused. It doesn’t need to be a long speech. Two short sentences covering what happened, why it happened, and the next steps are enough to keep your customers well-informed.

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