Weak expressions that call center agents must stop using

Weak expressions that call center agents must stop using

Faith Ocampo Published on April 13, 2016

man-in-dark-with-mouth-covered-in-tape

Agents who can articulate their messages clearly and confidently help establish trustworthiness and credibility.

Regardless of the customer service platform, call center agents must always sound confident. Customers are more likely to listen to brand representatives if they appear reliable, smart, and precise. Agents can do this by committing to improve their business communication skills continuously.

bearded-businessman-in-glasses-tongue-out-making-faces

While there’s a need for agents to give off a warm, friendly vibe, this doesn’t mean they can compromise the clarity of their messages. Simple tweaks in sentence construction can make a huge difference in fostering understanding.

As part of their call center training, agents must know how to phrase their messages in the clearest, strongest way. They can start by familiarizing themselves with the words and phrases that may seem harmless at first but actually weaken their statements. Here are some of them.

  1. Exaggerations

    woman-rolling-eyes-outdoors-on-the-phone-call
    Using adjectives to describe a product or process is great. It helps the customer gain an accurate picture of what’s being discussed. However, using adjectives, especially in an exaggerated way, can put you in a sticky situation.
    When you overuse adjectives, you gradually drain them of their meaning. Take a look at this example:

    “We have a fantastic solution to your problem.”

    The use of the term “fantastic” may mislead the customer’s perception. The call center agent sounds biased, and customers may end up expecting much more than you could offer. This ruins your reliability and dissuades customers from trusting you.
    In such cases, it’s better to choose more accurate and concrete adjectives. These are some examples:

    “We have a quick solution to your problem.”
    “There’s an easy way to solve this.”

  2. Long phrases

    woman-shouting-letters-coming-out-of-mouth
    One of the pillars of effective communication is brevity and clarity. To make your messages easier to understand, use the fewest words possible without altering your intended meaning. This makes problem resolution much faster.
    Here are some unnecessarily wordy phrases and their shorter equivalents:

    at the present time now
    for the reason that because
    in order that for
    in the process of while
    along the lines of such as / like
    as per our telephone conversation… as we discussed…
    at your earliest convenience as soon as you can

    There are many other long, commonly used phrases that can be reduced to one or two words, so make sure that your call center training module covers this subject.

  3. Annoying fillers

    confused-female-business-executive-on-a-phone-call
    Filler words such as “um,” “ah,” and “er” don’t add anything meaningful to a statement. Rather, they make the call center agent sound uncertain, and therefore, unreliable.
    It can be hard to unlearn this habit. In the beginning, agents may need to use scripts or outlines to help them articulate their ideas confidently. However, if possible, agents must be able to form mental ideas first before speaking them. This will lessen hesitation or nervousness.

  4. Awkward endings

    frustrated-woman-in-car-making-phone-call
    We may all be guilty of this one, especially during spoken conversations. When we start a sentence and suddenly forget what we wanted to say, we often just end it awkwardly. Here are some examples of awkward endings:

    “We’re trying our best to deliver your package as soon as possible, you know?”
    “We’re having trouble because there’s been a problem in our servers, know what I mean?”
    “This software works by automating all your computations, finalizing the inputs, and so on and so forth.”
    “You can give us a call anytime, I guess.”

Effective communication is the key to building a brand that customers trust. If agents commit to enhancing their business communication skills continuously, they’ll be well-equipped to deliver the kind of service that customers deserve.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO9 hours ago
#CallCenters must understand their customers' unique communication styles so they can assist them more effectively. Here are 4 typical communication patterns among customers and some tips on how to handle them: https://buff.ly/39w7ybm

----------
Open Access BPO knows your customers. For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService
Open Access BPO
Open Access BPO15 hours ago
#CallCenter leaders play a central role in helping campaigns grow. Team leaders especially are responsible for the progress and the quality of service that #CustomerSupport agents provide the brand's customers.

Here are the 5 biggest enemies of great leadership (and a few tips on how to be a good leader): https://buff.ly/3M5iMC0

Find great call center agents and team leaders to manage your brand's growth when you partner with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Personalized solutions empower brands to provide high-quality support to their customers and their growing needs.
With the help of a capable #CallCenter, you can be sure these areas are being covered: https://buff.ly/3sCjnTS

----------
Build your hyper-customizable #CustomerSupport, #BackOffice, or knowledge-based support program with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport
Open Access BPO
Open Access BPO2 days ago
With multilingual support comes multiple business growth opportunities. The best way to get aboard the globalization train is to partner with a multilingual #CallCenter: https://buff.ly/3Mmfkms

----------
Open Access BPO's services support over 30 languages. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#MultilingualCallCenter
Open Access BPO
Open Access BPO4 days ago
It’s Data Privacy Awareness Month at Open Access BPO!
For our first Weekend Link Roundup, we’re featuring posts about #DataSecurity and #InformationSecurity best practices: https://buff.ly/3weIWMU

Is Data Safe From Security-Related Outsourcing Issues?
https://buff.ly/38tH5uD

Best Practices to Boost Data Security in Call Centers
https://buff.ly/3sAEsya

Educating Your Customers About Information Security
https://buff.ly/3sAEsya

The Worst Threat to Business Data Security: Employees
https://buff.ly/38lgjF3

Deflecting Insider Threats to Data Security
https://buff.ly/3yC5mt5

How Open Access BPO Future-Proofs Your Offshore Operations
https://buff.ly/3wmGuEx

----------
Learn more about smart, secure, and scalable #outsourcing over at OpenAccessBPO.com

#WeSpeakYourLanguage
#DataPrivacy
Open Access BPO
Open Access BPO4 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.

Here's how you can develop a branded customer service strategy: https://buff.ly/3L7FrMz

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO