What is a contact centre phrase?
A contact centre phrase is a specific set of words or a commonly used expression that is prevalent within the context of a contact centre environment. These phrases are often used by contact centre agents, supervisors, or managers during customer interactions, training, quality assurance, or internal communications. They are typically tailored to the unique requirements and goals of contact centres, and they may include technical terms, industry jargon, or customer service-related language.
What are the benefits of implementing contact centre phrases?
They help agents and staff communicate effectively, ensuring that everyone understands the same concepts and processes.
Standard phrases and terminology promote consistency in customer interactions, ensuring that agents convey a unified message and maintain a professional image.
These phrases streamline communication and help agents respond to customer inquiries more quickly and accurately.
Contact centre phrases can be part of training programs, helping new agents become familiar with the industry and its specific language.
Quality monitoring and coaching often involve using predefined phrases to evaluate and provide feedback on agent performance.
Example contact centre phrases
Examples of contact centre phrases may include terms related to customer satisfaction (e.g., Net Promoter Score), key performance indicators (KPIs), technology and software used (e.g., CRM, IVR), or specific processes like call escalation and resolution. These phrases play a significant role in facilitating smooth and effective contact centre operations.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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