Workforce Management Featured Article
A Few Phrases for Your Call Center Script
Call center agents are instructed to always answer the phone with a smile, but beyond first impressions the language used over the course of a customer interactions can go a long way in create happy customers. It’s not simply about delivering service; it’s about how service is delivered. And in the contact center, this means words. Let’s take a minute and explore a few requisite phrases for the call center agent vocabulary.
Agents should begin the conversation with an introduction. By the agent answering the call in the pleasant tone, and offering “My name is...” is quite impactful in humanizing the interaction. This isn’t a machine on the line. It is a person here to help.
Empathy is a mission critical quality of an exceptional call center agent, and while on the phone with customers this notion comes across with a simple, “I understand.” It is enough to convey the agent comprehends and feels what the customer is going through. This straightforward sign of empathy ensures the customer the call center agent is in their corner.
Customer service is a team game. Using the phrase, “Let’s take care of that for you,” doesn’t seem like a big change to a call center script but puts the customer and the agent on the same side of the matter, removing the adversarial element from the equation.
Once resolution of the call’s impetus is reached, the interaction is not over. Spending a few extra minutes as a result of asking, “Is there anything else I can help you today,” is capable of building a loyal customer base in addition to offering upsell opportunity.
Call center agents are humans, and a big part of standing out in customer service is showing this side. Treating people like people is an effective way of finding repeat business, cementing a positive reputation and a prosperous future.
What type of language is in your call center script?
Edited by Maurice Nagle
