Call Center Phone Etiquette

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Call center operations depend on proper Call Center Phone Etiquette to be at the top of their form. While not all customer service professionals may agree on the specific reasons Call Center Phone Etiquette is so important, the fact remains that it is key to the success of the call center organization.

Call center phone etiquette is much different than normal phone etiquette for individuals. The main reason for this difference is the fact that call center employees are expected to remain professional in every situation, regardless of the callers demeanor.

When receiving training prior to answering calls, call center agents should be allowed to practice their listening skills. Listening is a great part of every call center interaction. In addition, part of the etiquette training should help agents build rapport and convey a caring attitude to the customer.

Another important aspect of call center phone etiquette is answering questions with confidence, and asking questions that come across as well thought out. Should the agent have to transfer the call to another individual or department for further handling, specific procedures for transferring and placing customers on hold should be observed.

Most important of all is etiquette revolving around defusing difficult customer situations. An unfortunate reality of call center work is that most customers will be unhappy when they decide to call the company. However, call center employees should move past this fact and handle their calls with the decorum that makes them true professionals.

Call Center Phone Etiquette

Quick Tips For Great Call Center Phone Etiquette

Phone etiquette Tip # 1 - Smile, smile, smile: Keep a mirror on your desk so you can put a smile on your face before every call. The old saying about "what you see is what they hear" A happy sounding rep is very comforting for someone who is calling because of a problem.

Phone etiquette Tip # 2 - Engage in small talk (Rapport): After a great first impression, follow the call with a kind question (example: how's your day going?). This may add a couple of seconds to the call but it makes the customer feel like a person, not just an account number.

Phone etiquette Tip # 3 - Use hold time sparingly: Before dropping the customer into the abyss of elevator music and up-sell/cross-sell messaging, always ask for their permission. "May I place you on hold for about a minute while I research your account?" shows great phone etiquette. The customer knows that she/she really does not have a choice in the matter, but being asked before being put on hold allows the customer to feel included in the process. After putting the customer on hold, you must come back within 2 minutes with a quick update (example "I've found your account and I'm looking at the last rep's notes"). If the issue needs further research, ask the caller to hold again.

Phone etiquette Tip # 4 - Transfer with care: if the issue at hand requires the intervention of another department, a supervisor, or anyone else for that matter, you must tell the customer what is happening. Always explain what you have done, and what the next person will attempt to do. If possible do a "warm-transfer" and introduce the caller and the next agent before dropping off. If "cold-transfers" are preferred at your organization, make sure to give the caller the direct dial number for the next step in his/her quest for answers.