What is phone etiquette? It is a set of rules that are USA Email List set in a call center to determine the tone, words, phrases and level of education when talking to customers. This "label" allows, regardless of the agent that responds, to do so in the same way as the previous or following one. Not to be confused with “call center script”. This focuses on how to direct the conversation , what answers to give and where you should focus the call with certain customer actions. 11 Keys to Telephone Etiquette Of course, a number of guidelines have been established over the years that work better than others.
Each call center is free to "build" its telephone label based on its public, product and company image. 1.- Answer calls before the third tone 2.- Introduce yourself immediately before any type of conversation 3.- Speak clearly and concisely 4.- Use the loudspeaker only when necessary 5.- Listen actively and take notes of the conversation 6.- Use cordial and friendly language 7.- Be cheerful and energetic 8.- Ask before putting a call on hold or transferring 9.- Respond honestly if you don't know the answer to a question 10.- Take into account the volume of your voice 11.- Check and respond to voice messages Creating correct “phone etiquette” is just as important as training agents to follow it to the letter.