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初次联系呼叫中心模板

对于公司和他们的客户来说,电话沟通仍然是一个重要的联系渠道。的确,其他的沟通方式比如消息应用程序、实时对话或对话机器人正变得越来越流行,但一个好用的,传统的电话仍然是一种沟通形式,许多客户会通过这种形式与您公司的代理进行联系。

初次联系呼叫中心模板 - App - Uploads - 2019 - 10 - Internal Calls Ongoing.jpg
LiveAgent可以用于出站式呼叫和入站式呼叫

这项研究证明,69%的客户更喜欢电话支持,而不是对话或“其他”支持渠道。尽管另一项研究表明,71%的受访者认为到2021年实时对话将比电子邮件和电话更受欢迎,但呼叫中心仍然是客户服务和客户支持的基石。

Peter Komornik

LiveAgent 结合出色的实时聊天、工单和自动操作,令我们得以向客户提供卓越的支持。

Peter Komornik,首席执行官
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我们为呼叫中心创建了一套初次联系模板,以帮助您通过电话为您的客户提供尽可能好的体验。您可以随意复制粘贴并逐字使用它们,或者根据需要对它们进行修改,并以不同的格式进行使用。

初次联系呼叫中心模板

初次联系呼叫中心模板 1


Hello! My name is [name], I’m a [agent’s position], from [name of team/department/company]. How can I help you today?
[Customer greeting]

If the customer reports an issue or a problem:

I’m really sorry to hear that. I can only imagine how frustrating it must be. Could you give me some more details so that I can help you more effectively?
[Customer agrees].
Perfect, please be so kind as to answer the following questions. Sorry for bothering you, but I really need to know a little more in order to help you. [A list of a few questions that will help the agent support the customer better].
[Customer answers questions].
Great, thank you! I’ve noted everything down, thank you for your patience. It seems that we are able to resolve this issue right away. Do you have two more minutes to stay on the line with me so that we can find a solution to your problem together?
[Customer agrees]
[Agent continues the conversation and aims to resolve the problem in a few minutes].

初次联系呼叫中心模板 2


Hi there! It’s [name] from [company/team/department] speaking. How are you doing today?
[Customer greeting]

If the customer reports an issue or a problem:

Oh, I’m really sorry that you’ve experienced such issues with our [product/service]. Please give me your full name and [order number/account login/customer number] so that I can find your information in our system and start dealing with that issue.
[Customer provides details]
Okay, I’ve logged in to our system, and I can see that [describe the current status of an order/possible product flaw/potential cause of an issue with a service]. Is that right?
[Customer confirms or declines].
Thank you for this information. It seems that we won’t be able to solve this issue during our conversation, so I’ve just created a problem report and our system will assign a unique number to your issue. Is that okay?
[Customer confirms]
In the next few minutes, you’ll receive an email confirmation with your ticket number. You can check the status of your request by clicking on the link included in the email. It may take us up to [1/2/5…] days to resolve your issue. We will contact you via [phone/email/messaging app] to inform you once the problem has been addressed. Would that work for you?
[If the customer confirms] Thank you for getting in touch with us. We’ll do our best to resolve this issue as fast as possible.
[If the customer declines] If this doesn’t work for you, please tell me what would be the best outcome for you or how long are you willing to wait for us to deal with the problem.
[Conversation continues until the agent finds the most satisfactory solution].

初次联系呼叫中心模板 3


Good morning/Good afternoon/Morning! You have reached [company]’s [department/team name] contact center. I’m happy to assist you today. Please tell me your issue.
[Customer greeting]

If the customer reports an issue or a problem:

I can only imagine how frustrating [the situation described by the customer] must be for you. I promise I’ll do my best to find the right solution for you as quickly as possible. What’s your name?
[The customer says their name].
[Customer’s name], please describe your problem thoroughly by answering a few questions. This information will be really helpful [list of questions].
Okay, [customer’s name]. It seems that I need to involve our tech team to help you with the [issue/problem/technical flaw]. Usually, it takes up to [3/5/7] days to address such problems. Let me create a ticket for our technical support. You can check the status of your report by logging into our dashboard. Do you know how to do that?
[If the customer says “yes”, the agent can continue. If the customer says “no”, the agent should explain how to log in to the dashboard].
So, as I said, our tech team will take care of your request, and you can follow the progress in our dashboard. When this problem is dealt with, we will also send you an email or call you. Which communication channel works better for you?
[Customer chooses the channel]
That’s great. Thank you for reaching out, and let’s stay in touch. Is there anything else I can help you with?
[If the customer says “no”, the agent can finish the conversation. If the customer says “yes”, the agent should talk with them to get more details].
Once again, thank you for contacting us. And remember, if you have any other requests, don’t hesitate to contact us.

常见问题

在初次接触时,我必须给客户一个明确的答复吗?

理想情况下,您的代理应该尝试着立即回复客户的问题。然而,在现实中,代理可能会发现在第一次联系时就解决所有的问题具有难度。记住,每一次沟通都应该传递价值,强化您的公司把客户的最大利益放在心头的使命。

在最初的对话中,是否有什么特定的词语/短语需要代理说的?

并没有什么具体的词汇,但每次的初次对话都应该包含某些元素。这些元素可能包括问候、代理的姓名、公司名称和代理所属的部门或团队。每次初次联系的沟通都应该让客户被倾听和照顾。这就是为什么这样的对话应该包含友好的语言和具有同理心的陈述。

如果使用的是 IVR(交互式语音响应),最好要告知客户需要多长时间才能接通代理。如果初次对话中讨论的问题不能被立即解决,客户应该被告知代理需要多长的时间才能解决这个问题。让客户知道他们什么时候会被联系参与解决问题的下一个步骤是非常明智的。

初次联系呼叫需要多长时间?

要评估初次联系电话需要多长时间并不容易。不过,呼叫中心的电话交谈不应该持续太久。代理应该帮助客户以快速且合乎逻辑的方式报告问题。然后,代理需要告知客户所有可行的解决方案选项,并尝试选择最有效的解决方案。

今天就试用LiveAgent​

我们提供从大部分热门帮助台解决方案进行迁移的服务。

3000+ 评论 Trustpilot GetApp G2 Crowd

{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “Do I have to give a customer a definitive answer to their question during the first contact?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Ideally, your agents should attempt to answer customer’s questions right away. However, in reality, agents may find it challenging to resolve every issue on the first try. Remember, each interaction should deliver value and reinforce the idea that your company has the customer’s best interest at heart.” } }, { “@type”: “Question”, “name”: “Are there any phrases that agents should say during the initial conversation?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “There are no specific words, but every first conversation should include certain elements. These elements may include greetings, the name, and surname of the agent, the name of the company, and the department or team the agent is a part of. Every first contact conversation should also make the customer feel heard and taken care of. That’s why such conversations should contain friendly words and empathetic statements.” } }, { “@type”: “Question”, “name”: “How long should a first contact call take?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “It’s not easy to assess how long a first contact call should take. No call center phone conversations should last too long, though. ” } }] }
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