In a call center, whether you are an IT consultant or a telemarketer, your contact with customers goes through the voice. On the phone, tone and vocabulary are even more decisive than face to face: they condition the success of your exchange. Here are some basic rules to help you communicate over the phone.

Contrary to what most people think, talking into the handset is not as easy as it sounds. In a face-to-face discussion, we express ourselves 7% with words, 34% with the tone, and 59% with body language. In a telephone conversation, body and facial expressions are not visible. It is therefore sometimes difficult to imagine the reactions of the interlocutor, his look of him, or his hesitations of him. On the phone, the tone takes on all its importance …


When you take a call, start by saying “hello” warmly. It may sound obvious, but not everyone does. Try to speak with a smile. Even if your interlocutor does not see you, he “hears” that famous telephone smile that energizes your arguments. Don’t overdo it though; it’s all about finding the right balance between enthusiasm and naturalness.

From the first words, identify yourself by giving your name and function: customers like to know who they are dealing with. If you are making outgoing calls, make sure you do not disturb the other party and let them know how long you want to talk to them. Ask him his name from him, it allows to establish a bond of proximity and to individualize the conversation. It is not very pleasant for a customer to wait until the moment of the invoice to have to present himself… In any case, always call the person by his last name and see him.

Simple words, an “active” ear

When developing your pitch, be both concise and to the point. Before you even want to explain or sell something, you need to identify the customer’s needs. Express yourself in full sentences and adopt a tone that is both courteous and directive. Keep your voice cheerful at all times and use simple words.

When it is your interlocutor who speaks, listen carefully and do not hesitate to take notes to structure your reminders. Don’t interrupt. Simply indicate your presence to him by punctuating his interventions with short remarks (“I understand”, “Really?”). He should never feel like he is alone online. If the person gets angry, stay calm. Eventually, point out to her that she is raising her voice of her unnecessarily.

The brand image of your company

There are only two valid reasons for keeping a customer waiting: a call transfer and a search for information. In all cases, specify the waiting time, knowing that a minute always seems longer on the phone. Make an appointment and call back if the waiting time is long. When transferring a call, it is obviously up to you to explain the person’s situation to your colleague. There is nothing more annoying than having to tell your story several times! If you transfer a client, let them know that you have read their file.

Finally, never forget that, through your voice, you embody the image of your company.

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