What makes the very best customer support greeting phrases on your contact centre scripts?

We surveyed over 80 of our readers to seek out out which examples work finest.

Our survey concerned calling ten Call Center Software belonging to 10 totally different corporations, all of that are family names in the UK, asking our readers to vote on which examples provided the very best greeting.

So, What Makes a Good Name Centre Greeting?

We requested our survey respondents to vote on which corporations had the very best greeting and in addition the person elements.  That is what we found:

A Contact Centre Greeting Ought to Ideally Start with Good Morning / Good Afternoon

Regardless of the greeting that topped our authentic ballot starting with “welcome to…”, the general favorite opening to a greeting within the contact centre was “good morning / good afternoon”.

In actual fact, nearly double the share of people who voted mentioned that they most popular the greeting “good morning / good afternoon” (40.7%), as an alternative choice to “welcome to…” (20.2%).

Nevertheless, these have been nonetheless the highest two favorite openings to contact centre greetings, with “thanks for calling…” the third hottest choice, with 18.5% of the vote.

Greetings Are Finest Saved Informal – Don’t Be Too Formal

As highlighted within the ballot above, double the share of our survey contributors favor contact centre advisors to make use of the opening “hello” as an alternative of “howdy”.

This indicators that individuals favor advisors to maintain the dialog casual, possibly in order that they really feel as if the interplay is extra pure, hinting that advisors shouldn’t be robotic of their use of scripts.  

Different examples of openings to greetings which weren’t within the ballot above and have been as an alternative prompt by our readers, embrace:

  • Good day…

Asking “How CAN I Assist You” Is Most popular to “How MAY I Assist You”

Within the theme of conserving a greeting casual, extra of our survey respondents most popular a greeting to incorporate the query “how can I allow you to?” (52.50%), versus the marginally extra formal proposition “how could I assist?” (47.50%).

Nevertheless, this was solely by a really small margin, and you will need to keep in mind that a extra formal greeting could also be extra interesting to up-market manufacturers.

Different questions that our readers have proposed utilizing in a greeting, embrace:

  • “How could I be of service?”
  • “What can I help you with?”
  • “What could I help you with?”

An Advisor Ought to Introduce Themselves in Their Greeting

In accordance with 5 of the highest six greetings made by the businesses we phoned, our survey contributors overwhelmingly believed that an advisor ought to introduce themselves of their greeting.

So, What Is the Finest Contact Centre Greeting?

From the outcomes of our survey, we’ve concluded that the last word instance of a contact centre greeting is:

“Good morning / afternoon! Welcome to [INSERT COMPANY NAME] customer support. My identify is [INSERT NAME]. How can I allow you to?”

This can be a good instance within the sense that it consists of our survey respondents’ favourite greeting, opening, and shutting query, whereas the advisor additionally introduces themselves.

As well as, the greeting comprises three private pronouns: “my”, “I” and “you”, and consists of “welcome to”, a favorite function of Lego’s greeting.