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 โthe phone call is deadโ, which is actually a sentence from a November 14th, 2010 (!) TechCrunch article. And even though the author added that by โdeadโ the tech industry means โin declineโ, years later and various studies like this one by Forrester prove otherwise.
However, we canโt argue that other communication channels used in customer services, such as live chat, chatbots, or instant messengers arenโt growing in popularity. But it doesnโt 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 [agentโs name], and Iโm calling from [company/department/team] regarding your reported issue. Am I speaking to [customerโs name]?
[Customer confirms]
Perfect, [customerโs name]. Iโd 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]
[Customerโs name], because we found a solution to [issue/problem/technical flaw], Iโm 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, Iโm happy to help.
[If the customer says that they donโt have any more problems, the agent can finish the conversation. If thereโs another issue, the agent should act upon it].
Thank you for contacting us, and have a nice day!
Closing/pausing contact template 2
Hey! Itโs [name] from [company/department/team] speaking. Iโm contacting you regarding the issue with [product/service] that you reported [two days ago/one week ago/etc.]. Iโm 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 โSupportโ tab in the menu section. If you need help with any other issue, Iโm happy to help now.
[If the customer says that they donโt have any more problems, the agent can finish the conversation. If thereโs 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 [agentโs name], am I speaking with [customerโs name]?
[Customer confirms]
Great, [Customerโs name]. Iโm calling because Iโd 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 doesnโt 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 itโs not a huge inconvenience for you.
[Pause to let the customer speak if they want to. If the customer doesnโt say anything, the agent can continue]
I promise that we will do our best to resolve this issue as fast as possible. Iโll also inform you about the progress of your request. Letโs 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 contact over the phone?
One of the reasons to close contact may include an inability to solve the customerโs request or moving the conversation to a different channel. In rare situations, contact may be closed because of the clientโs 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 doesnโt 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 doesnโt 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.
Why should you close/pause contact over the phone?
One of the reasons to close contact may be the simple fact of the customerโs 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 customerโs request or moving the conversation to a different channel. Pausing contact usually happens when finding a solution to the customerโs 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 clientโs behavior: being rude, aggressive, or unwilling to cooperate with the agent, for example.
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