Opening Script for Long Wait Times

Opening Script After A Csr Receives A Call From Customer Who is In Queue for A Long Time

Question asked by Rekha

Answer for Opening Script After A Csr Receives A Call From Customer Who is In Queue for A Long Time

I would have thought that

“Hello, sorry to have kept you waiting, how can I help you today”

would be a good start.

If the customer is angry at having queued (and may have other issues) then this article may help How to Handle Angry Customers in a Call Centre

If you have long queue times – then these articles may be of use 3 Ways to Decrease Customer Queue Frustration

3 Proactive Ways to Reduce Queue Times

With thanks to Jonty

Answer for Opening Script After A Csr Receives A Call From Customer Who is In Queue for A Long Time

Hi every one. This is my first topics in this forum. I am from Bangladesh, right now i am managing a contact center for a privet company sales and service. We have 25 agent. Average call 2500. But my problem is every day minimum 2-3 agent is not attending office due to ML or something others silly issue. We are providing lots of motivation like, incentive, bonus, every day AHT winner, maxim um call taker. But nothing is working. Every day i am starting my operation without 2-3 agent. And if you count off day, it goes 4-5 unavailable agent. So now i am feeling like helpless. And it causing 10-15% call drop. So please let me know is there any other option or way to improve agent attendance. And increase there accountability and dedication at work . Thank you in advance

With thanks to Nahid

Answer for Opening Script After A Csr Receives A Call From Customer Who is In Queue for A Long Time

Hi Regina

A simple statement such as ‘thank you for waiting, you’re through to … How may I help you today’s is a great way of reducing tension and getting the customer on the same level as the advisor.

Avoid ‘sorry to keep you waiting’ as most callers know the advisor isn’t really ‘sorry’.

With thanks to Neil

Author: Jonty Pearce
Reviewed by: Robyn Coppell