Champagne Moments – Call Centre Tips
This month’s winner of a bottle of champagne
Positive phrases add life to the advisors tone at all times, but advisors mostly forget to use them.
Not that they are not aware, but its just that they forget to use them. The simplest way is to put the “Top Reassuring phrases” on every advisors soft boards, for their ease and for them to add value to the interaction.
Pinaz Hansotia, Business Unit Head and Relationship Manager, Seamless Connections
Click here to see the Top 25 positive words & phrases
Our runner up this month
Change is a fantastic thing if introduced correctly.
At all stages a forum of team members (not team leaders all the time ) should be consulted and given the opportunity to voice their valuable input before any decisions are made. All members of the teams should be given the chance to attend these meetings on a rotational basis (not favourites all the time), they should have the opportunity to refer to their team members and attend a further forum to discuss the teams views.
Avoiding the opinionated is a massive mistake to avoid confrontation. This way the workforce have the ownership in agreeing with management on the best way forward and everyone has had input. “A Successful All Round Solution”.
Sherie Beazley, Accredited Trainer, TSC Aviemore
Do you have a Call Centre Tip to share with Call Centre Helper?
We’re looking for readers to give us pieces of advice they believe to be truly invaluable to the running of call centres.
If you are interested in putting together a couple of sentences that make up a really solid piece of advice, write to us at
We’re looking for suggestions relating to ANY AREA of the call centre business. It doesn’t matter whether you’re an agent or team leader with an exciting idea around motivating people, a trainer with a particularly interesting tip on boosting success rates in coaching, a technologist with some advice on implementing new kit, or a managing director wanting to offer up guidance on bringing in new business.
Whatever your area of business, and whatever your tip, we want to hear from you.
your views are really outstanding.
Comment by Ayuk, Asam — 9 Apr 2008 @ 2:21 pm
When training an Agent for inbound Hotel reservations and we have to direct the caller back to the Hotel for a specific reason. Always make sure you let that guest know that the Hotel looks after their requests because they are special and they like to handle the special rates or special requests personally. This way the guest does not feel like they are being put back and forth and the ‘call center’ does not know what they are doing. Making that guest feel special is always important and always do it with a smile they can hear.
Comment by Susan McLeod — 29 Apr 2008 @ 11:09 pm
The voice tonality of the agent should be an emblem of the centre.
Comment by Ayuk, Asam — 22 Jul 2010 @ 11:42 pm