Slang in the Call Centre?

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What is the current view on using slang in the call centre?
In evaluating tone in a call slang is traditionally marked down. How do we strike the right balance? Do we allow all slang? What is in? What is out? What is the right level of formality?

Helper

Call Centre Helper

Semi Formal, but take customer cues
It generally pays to stay on the formal side but you can be guided by your customer base.

It is a bit like the situation on using emojis
https://www.callcentrehelper.com/emojis-customer-service-135510.htm

If you are dealing with stressed customers and problems, then err on the formal side.

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