Efficient and personalized greetings are essential to the success of a call center. They can make the difference between providing an inadequate customer experience and going beyond customer expectations.
Here is a list of 10 standard sentences to help you succeed in your Call Center reception and boost your customer relationship!
Answering a professional call
A welcome message consists of three parts, namely the buffer words, the name of your company, the name of your department and your name.
A buffer sentence can be like “Hello” or “Hello, thank you for calling our company” in order to prepare the ground for the call. However, this is less important information than the other two parts.
Indeed, it would be better to follow the buffer sentence with the name of your company or department, then your name.
So that the caller assumes that you are going to help him when you answer the phone without asking him, you can say:
“Hello, (your company name), this is (your name) from the service (your service).”
Put a call on hold
Often you cannot answer everyone who calls you right away. In this case, be sure to let your callers know why you should put them on hold, ask them if they can wait, and wait for their answers.
The appellants hate being ordered to wait without being able to control the situation. If they are unable to wait, respond to their needs by providing them with options, such as a reminder.
For example, you can tell them:
“I’m going to have to look up more information about it in our database. It may take me a few minutes. Can I put the call on hold? ”
Thank the caller for putting them on hold
When a caller is put on hold, or when they are automatically placed in a queue, they are most likely to be frustrated. The best way to allay this frustration is to put the call on a positive track by thanking him.
You can say, for example:
“Hello, thank you for waiting. (name of your company), its André du service (your service)”.
Monogram the call
This is something that call center teams often overlook. In reality, people like to hear their names. Do not hesitate to use it to give a positive tone to the call.
You can use a formula like:
“Hello (name of caller). My name is (your name), I will be happy to help you. ”
Using the caller’s name and saying it correctly is an effective way of letting them know that you intend to help them. This indicates to the other party that you are ready to take the time to provide them with good service.
You should also know that the people who call you want solutions, not excuses.
But what are the most annoying excuses for customers?
For example, avoid phrases such as “Our computers are down” or “Sorry, but it’s our policy”.
You should take responsibility for all calls you answer and tell your callers that you intend to help them. You should also be able to guide them to the right service or the right person who can provide them with an adequate solution.
Rather than saying to a client, “It’s not my service,” here’s a better way to do it.
For example, use the following sentence:
“Hello (name of caller). To resolve your problem, you will need to speak to (name of responsible person). I’m in the customer service department, and I can put you in touch. In the event that we are disconnected, the number of the person responsible is (number of the person responsible). Can you wait a moment? ”
Give feedback signals
Do not hesitate to use a combination of short sentences and different keywords to recognize that you have heard and understood what your interlocutor said. If necessary, you can reproduce some of what he told you.
Return signals are still very important on the phone than during a face-to-face interview. Without this, your customers will wonder if you are really listening to them, if they have been disconnected or if you are even able to help them.
If you are adding notes to your computer, tell the caller so they know that the keystroke sound they hear is related to their call.
You can for example use the following standard sentence:
“So you want your packages to be delivered by our movers on (agreed delivery date)?”
“Well. I take note of that. ”
Master the conversation
You should be able to take control of the conversation. It is good to report, but it is your responsibility to do so while maintaining control of the call.
If a contact deviates from the subject, you can ask a question related to the subject of the call to put your contact back on track.
Here is an example of a standard sentence you can use:
“When would you like us to deliver your packages to you?” ”
In this case, the caller can answer:
“I have an uncle who arrives in town on (agreed delivery date). He is a professional fishing guide and his specialty is shark fishing. Have you ever fished on the high seas? ”
To redirect the customer, you can therefore ask him a soft and related question like:
“You know, I didn’t, but it sounds very interesting, would that be a great reason to get everything in place quickly?” Indeed, you might want to have your materials delivered to you before your uncle arrives. So, would you like us to deliver them to you on (agreed delivery date)? ”
Leave a final positive impression
A positive last impression is just as important as a good first impression. So be sure to end the conversation on a positive note.
Let the other party know that you are glad they called you and that you are looking forward to hearing from them.
Use a sentence like:
“I will let our delivery team know. She will take care to deliver your packages on the agreed date. We appreciate working with you. Thanks for calling. ”
Know how to hang up on the phone
It is important to end the conversation by personalizing the time off.
To do this, you can say:
“There you are, sir / madam (name of client). If you need more information on this, please don’t hesitate to call me. I was happy to be able to be of service to you and thank you for your call. I wish you a great day! ”
The main thing is to always be courteous and personalize your leave formula. Avoid hanging up first and suddenly.
Design a Call Center greeting on an answering machine
You may not be able to answer the third ring, or you may face a peak call. Some of your callers will therefore be switched to the answering machine.
It is crucial to design a welcome message adapted to your company’s image. It is also an excellent tool for disseminating important information about your organization (opening hours, news, website, etc.).
For voicemail, you can say, for example:
“Hello, you are on the answering machine for (name of your company). We are not available at the moment, but you can leave us a message with your name and your request. We will call you back shortly. ”
Call Center reception: these are the 10 standard sentences to help you provide an impeccable customer experience
Nowadays, most companies understand that extraordinary customer service is essential for a healthy financial result. To achieve this goal, the first step is to provide a positive customer experience.
When your caller calls your company for the first time, consider this as an opportunity to make a lasting first impression. From start to finish, make him feel welcome on the phone and his problem will be resolved.
In terms of Call Center reception, these 10 standard sentences will help you make sure that everyone who contacts your company receives the answer they want.