The engagement to a customer over a telephone is one of the main task that is usually observed in a call center. Customer care executives (CCE) spend 90% of their scheduled time either by making a call to a customer or by receiving a call regarding some inquiry or complaint.
In this aspect, a CCE has to take a great control of the emotions that can usually take place due to some matter concerning any service or support. Therefore, call center agents are trained to speak in a professional and witty manner that develops a level of comfort while they talk over telephone.
Call center experts have discovered some of the words and phrases that are specially used in a particular situation. The use of such words can tactfully overcome a complex situation and relieving the customer from any inquiry that might trouble them. The speaking methodology can depend from agent to agent and a calling process can be affected by the style of customers depending upon the special requisites.
There are various techniques applied by a CCE in order to perceive any service that brings customer satisfaction. Here are few of the words and phrases that are recommenced to use by an agent while handling both simple and critical situation in Call Center Operations.
WORDS:
“Absolutely”
“Great”
“Fantastic”
“Perfect”
“Marvelous”
“Definitely”
“Certainly”
“Surely”
All the above mentioned words are generally spell after a customer asks a question. The calling agent replies with any one of these words if they think that the customers have spoken their requirement and is clear in meaning. In addition there may be use of certain phrase that starts at the initial of any reply after receiving the actual message from the customer.
PHRASES:
“Pretty well”
“Rest Assured Mr……”
“I do understand the inconvenience you have faced…..…”
“Would you mind waiting?”
“I will be more than glad/ happy to assist you…...”
“It is your right to know Sir!”
“I completely understand the reason why / your situation….”
“I’d be delighted to assist...........”
If the conversation takes on a personal basis, then some of alternative phrases can be replaced with the following:
PERSONAL PHRASES:
“I will surely ensure that…”
“Sorry for the inconvenience caused....”
“What I can do for you right now is ….?”
“I assure you I will try my best…..”
“What I will do for you right away is……?”
“I’m sorry for the inconvenience that you have come across, what I can do for you is ...….”
'ADVISORY Phrases' are used when a calling agent guides a customer to solve any problem. Such phrases can be:
“I recommend/ I would suggest .....…..”
“To avoid a similar inconvenience in future I request you to....….”
While guiding any customer with a PROCEDURE, the conversation can be started with the following phrases:
“A simple way / method to change it will be to…..”
“All you need to do is to just….”
“As soon as you receive…”
All these above mentioned words and phrases are repeatedly used in a business process outsourcing processes to have a better connectivity with the customers. The ethics of telephone marketing says that the behaviors with the callers determine the actual sales of any organization. Call center agents therefore needs to concentrate with these speaking techniques and try to have a conversation that is always beneficial to both the sides.
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