Those who currently hold positions or have held positions in a call center are all too familiar with the tips and tricks when it comes to maneuvering a conversation on the phone. Most employees have their own phrases prepared and rehearsed to use in circumstances where "I don't know" or "maybe" wouldn't be sufficient information. Personally, I work in a contact center that does not follow any sort of script for the call flow, and it is left to each individual to develop their own strategy while working with customers on the phone. I have listed below five of the most common phrases that can be found universally throughout contact centers, and the meaning behind each phrase.
~~
5. "Before I transfer you to a supervisor, I would like to hear what's going on so I can explain the situation to them for you"
This is a phrase I use fairly often when I receive a customer who is immediately requesting a supervisors assistance before I have the chance to help them. It is great for deescalating the situation, and handling the problem yourself. This phrase can be more accurately translated to "I know you would like to speak with a supervisor, but chances are, I will be able to help you with this. Please let me help."
~~
4. "If you don't mind, I'd like to place you on a brief hold so I can investigate this a little further."
This phrase better translates to "Yikes. I don't have the answer to your problem right off hand. Your issue is also a little too serious to tell you that I need a moment to figure out how to help you." Though it doesn't have to be used too often, it is an amazing save tool.
~~
3. "Were there any other questions or concerns I could help you with today?"
This simple question can generally be broken up into two different meanings. The first being, "I believe we have taken care of all of the problems you mentioned, was there anything else you needed assistance with?" The second being, "We have resolved the problem 5 minutes ago, and I unfortunately do not have any more time to discuss politics, or other personal conversations at this time."
~~
2. "Based on the notes left on the account, I am actually seeing *insert something contradictory to what customer is saying here*."
I am not saying you are lying to me, but the last representative has documented everything regarding your last conversation.
~~
1. "Let me take a moment to look at all of the current promotions in your area to make sure you're getting the best deal."
This roughly translates to "I am fully aware of the promotions in your area, I just need to strategize how I will position this offer to you."
These are some of the most common phrases that can be found in a call center environment, and their alternative meetings. I must say that it is much more difficult when you are a new employee and don't fully understand how to use each of these.
