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.
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.
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.
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.
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.
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.
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