Free Trial

Language switcher

–Hidden comment

Use attributes in format region_from and region_to= to change the languages showing in language switcher.
Available regions are:
europe_from europe_to
asia_from asia_to
mideast_from mideast_to
america_from america_to

europe_from=0 europe_to=22 will put all languages (ordered in language switcher settings) from 1 to 21 to Europe region:
asia_from=22 asia_to=25 will put all languages from 23 to 24 (so only 2) into Asia region.

  • Templates
  • First contact call center templates

First contact call center templates

Conversations over the phone are still an important contact channel for both companies and their customers. It’s true that other means of communication like messaging apps, live chats, or chatbots are becoming increasingly popular, but a good, old phone call is still a form of communication that many customers will choose to get in touch with one of your company’s representatives.

First contact call center templates
LiveAgent can be used for outbound and inbound calling

This study proved that 69% of customers prefer phone support over chat or “other” support channels. And even though another study indicated that 71% of respondents believe live chat will become more popular than emails and phones by 2021, call centers are still a building block for customer service and customer support. 

Peter Komornik

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO
logo slido black

We have created a set of first contact templates for call centers to help you provide your customers with the best possible experience over the phone. Feel free to copy them and use them word for word, or modify them according to your needs and leverage them in a different format.

First contact call center templates

First contact template 1

First contact template 2

First contact template 3

Frequently asked questions

Do I have to give a customer a definitive answer to their question during the first contact?

Ideally, your agents should attempt to answer customer’s questions right away. However, in reality, agents may find it challenging to resolve every issue on the first try. Remember, each interaction should deliver value and reinforce the idea that your company has the customer’s best interest at heart.

Are there any specific words/phrases that agents should say during the initial conversation?

There are no specific words, but every first conversation should include certain elements. These elements may include greetings, the name, and surname of the agent, the name of the company, and the department or team the agent is a part of. Every first contact conversation should also make the customer feel heard and taken care of. That’s why such conversations should contain friendly words and empathetic statements.

If an IVR (Interactive Voice Response) is used, it’s a good idea to inform customers how long it will take for them to be connected with an agent. If an issue discussed during the first conversation can’t be resolved right away, the customer should be informed how long it will take for an agent to address the problem. It’s also advisable to let the customer know when they will be contacted about the next steps.

How long should a first contact call take?

It’s not easy to assess how long a first contact call should take. No call center phone conversations should last too long, though. Agents should help customers report an issue in a fast and logical way. Then, it’s up to the agent to inform the customer about all of their available resolution options and try to pick the most efficient one.

Try LiveAgent Today​

We offer concierge migration services from most of the popular help desk solutions.

3,000+ reviews Trustpilot GetApp G2 Crowd

Back to Templates Create account for FREE

Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.