Sadly this opportunity to connect with the caller is now replaced by the scripted “what’s your account number?”
A “handshake” over the telephone enables the call handler to connect with the caller, and more importantly it signals that they are in control of and will lead the call.
Call Handler: Who am I speaking to?
Caller: It’s abc customer
Call Handler, Hi abc, you’re speaking with …………….., how can I help you today?
For other tips of opening the beginning of an inbound or outbound call click here for our article in Call Centre Europe. Download the pdf
For an informal chat about how you can develop the skills, behaviours and attitudes of your customer facing people call us now on 0845 450 0988