Découvrez des conseils et modÚles pour améliorer l'expérience client dans votre centre d'appels, ainsi que des listes de logiciels pour les petites et moyennes entreprises.
MalgrĂ© lâessor rapide des canaux de communication numĂ©riques, lâassistance tĂ©lĂ©phonique reste toujours lâune des options les plus privilĂ©giĂ©es par les consommateurs pour sâadresser aux marques. En fait, les tĂ©lĂ©phones reprĂ©sentent encore 68% de toutes les interactions de support. Cela Ă©tant dit, le langage que les agents des centres dâappels utilisent lorsquâils interagissent avec les clients a un impact Ă©norme sur les Ă©motions des clients, lâexpĂ©rience globale de lâinteraction et la perception quâont les clients de votre marque. Vous trouverez ci-dessous quelques conseils dâĂ©tiquette ainsi que des modĂšles de centre dâappels que les agents dâassistance peuvent utiliser pour commencer et terminer correctement une conversation, mettre en attente, transfĂ©rer les appels des clients ou traiter les appelants mĂ©contents.
âWelcome to [COMPANY] customer service. My name is [AGENT NAME]. How can I help you today?â
âGood morning/ afternoon! Youâre through to [COMPANY]. My name is [AGENT NAME]. How may I help you today?â
âGood afternoon. Youâre speaking to [AGENT NAME]. How may I help you?â
âHello, and thank you for calling [COMPANY]. My name is [AGENT NAME]. Iâd like to let you know that this call may be recorded for quality and training purposes. How may I help you today?â
âGood afternoon! You are through to [COMPANY] customer service, [AGENT NAME] speaking. Can you please tell me your name so it would be comfortable for us to speak?â
âThank you for calling [COMPANY], [AGENT NAME] speaking. How may I direct your call?â
âThank you for contacting [COMPANY]! Can you please provide me with your order number so that I can check the status of your package?â
âLetâs see how we can sort this out. May I have your account number please?â
âSo, what I understand so far is ⊠It would be great if you could tell me a bit more aboutâŠâ
âFor me to⊠it would be brilliant if you could give me just of few more details on âŠâ
âFrom what I understand âŠ. It would be excellent if you could provide me with âŠâ
âMay I take your information before we proceed?â
â[CUSTOMER NAME], just to be sure I got it correctly, would you mind spelling that for me please?â
â[CUSTOMER NAME], is it okay if I ask you a few questions to verify your account information?â
â[CUSTOMER NAME], please hold on for a second, Iâm going to check your last payment details right now.â
âPlease hold for a minute so that I can speak with my supervisor and get back to you with an answer.â
âMay I place you on hold for about a minute or two while I take a look into that for you?â
â[CUSTOMER NAME], can you please hold while I retrieve your file? I will be back in a minute.â
âIâm not sure if we can do that, but let me check. Could you please hold for a couple of minutes?â
â[CUSTOMER NAME], I will check to see if [AGRNT NAME] is available to take your call. Can you please hold for a moment?â
âI apologize for the inconvenience. Iâm still looking up your information but will have an answer for you in just a moment, please hold for a few more seconds. â
âWould you mind holding for just a moment while I check your account details?â
âIf it is ok with you, I am going to put you on hold for a moment while I look up your insurance information.â
âIt will take me about two to three minutes to ⊠Do you mind if I put you on a quick hold?â
â[CUSTOMER NAME], do you mind holding? I will need to ⊠Iâll be back on the line with you soon â two or three minutes at the most.â
âIâm confident this is the right solution, but let me just put you on a brief hold to confirm with my colleague.â
âI have a solution for the issue, but itâs going to take me a little time to set things up. Do you mind if I put you on hold for a moment?â
â[CUSTOMER NAME], unfortunately I canât help you with this, but Iâll put you through to the accounting department, just stay on the line for a moment please.â
â[CUSTOMER NAME], please stay on the line while Iâm transferring you to the sales department.â
âIâm going to connect you to our service department now. They should be with you in less than two minutes. Please stay on the line.â
â[CUSTOMER NAME], the best person to answer your question is [AGENT NAME] from the tech support team. He is ready to receive your call. Can I transfer you now?â
â[CUSTOMER NAME], I am going to transfer you over to [AGENT NAME] in the sales department. Her direct number is (phone number), in case you get disconnected. She will be able to help you.â
âIt looks like you were working with my colleague [NAME] before. Do you mind if I put you through to him right now so you donât have to repeat your issue again?â
âThat seems to be outside of my area of expertise. Would it be alright if I transferred you over to a specialist that can look into this?â
âWhen I transfer you, there may be a moment without sound. Donât worry, this is normal and someone will pick up right after that.â âAfter I transfer you, there will be a short series of beeps. Please donât worry, this is just the line switching. [AGENT NAME] will be with you directly.â
âMy apologies. That must be very frustrating. Now please tell me exactly what happened and I will get to work on fixing this.â
âIâm sorry youâve had to deal with this. I realise that this situation is difficult, but letâs try and find a solution.â
âI understand how annoying that must be. I would feel the same in your situation, but we will sort this outâŠâ
âIâm sorry you are having this problem, that would certainly frustrate me too. Letâs see if there is anything we can do to help the situation.â
âI completely understand how frustrating it is, but weâll get this handled. Now letâs see what we can do to resolve the problem âŠâ
âIâm sorry about your poor experience and I appreciate you bringing this to our attention. Letâs see how we can make things right.â
âIâm sorry to hear that, it does sound frustrating. I am going to take care of this for you.â
âMy apologies once again. We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our management team.â
âMy apologies for the inconvenience. Let me sort this out for you as quickly as possible, so you can get on with your day.â
âI can imagine how frustrated you are and I will do all I can to resolve the issue quickly and to your satisfaction. Let me be sure I understand the problem correctly (repeat the issue).â
âIâm so sorry we didnât meet your expectations. I appreciate you telling me this, so I can pass the message on to our management team to ensure this doesnât happen again.â
âYouâre certainly welcome, [CUSTOMER NAME]. Iâm delighted we could get the problem sorted out and thank you. We appreciate you calling to let us know.â
âThanks for calling, and if you have any additional questions, please call us again, weâll be happy to help.â
âThanks for your call. It was a pleasure discussing your [concern/ issue] today, enjoy the rest of your day.â
âThank you very much for you time, [CUSTOMER NAME], and thanks for calling [COMPANY NAME]. We look forward to working with you in the future. Have a great day!â
âYouâve been speaking with [AGENT NAME] today. Thank you for contacting [COMPANY]! Have a great day.â
âThanks so much for calling today. If thereâs anything else we can do for you, please donât hesitate to call us again.â
âIs there anything else that I can help you with today? In that case, thank you for calling [COMPANY]. We hope that you had a satisfactory experience with us today. Have a good day!â
âIs there anything else I can do for you today? Iâd like to thank you for calling [COMPANY] and remind you we are here whenever you need us. I hope your experience was satisfactory and we look forward to serving you in the future. Have a great day!â
âThanks so much for your call, glad we got that resolved. If thatâs everything, have a wonderful day!â
âItâs been great getting a chance to chat with you, [CUSTOMER NAME]! If thereâs anything else we can help you with, just give us a call. Thank you and enjoy your afternoon!â
âThank you for calling, [CUSTOMER NAME]. It was great chatting with you and Iâm happy we found a solution that worked. Have a great day!â
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Lâassurance qualitĂ© dâun centre dâappels est une procĂ©dure dans laquelle les appels tĂ©lĂ©phoniques sont contrĂŽlĂ©s pour sâassurer que le centre dâappels ou ses agents fonctionnent selon le niveau de service attendu.
Lâassurance qualitĂ© des centres dâappels est importante car le discours de vos employĂ©s peut faire ou dĂ©faire votre rĂ©putation. Sâils sâadressent aux clients de maniĂšre peu soignĂ©e, cela se rĂ©percutera sur votre entreprise et pourra vous faire perdre des clients.
Le meilleur format pour un CV de centre dâappels est un format chronologique qui inclut Ă la fois les Ă©tudes et lâexpĂ©rience professionnelle. Le CV doit ĂȘtre soignĂ©, bien organisĂ© et facile Ă lire.
Réponses aux clients mécontents
Toute entreprise doit de temps en temps faire face à des clients en colÚre et qui se plaignent. Quelle que soit la raison de l'insatisfaction du client, une réponse appropriée et rapide peut faire la différence entre garder un client frustré et lui rester fidÚle ou perdre complÚtement son entreprise.
Check-list pour la sĂ©curitĂ© des centres dâappels
Les mesures de sécurité, telles que la gamification et la base de connaissances, augmentent l'engagement des agents. Il est également crucial de protéger les données des clients et de se conformer aux normes mondiales de sécurité des données. L'utilisation d'outils tels que le cryptage de bout en bout et l'automatisation peut aider à renforcer la sécurité des centres d'appels.
Centre dâappels : ModĂšles fermeture/pauses de contact
Le texte discute de l'importance des compĂ©tences en service client pour une expĂ©rience client exceptionnelle et prĂ©sente des modĂšles de fermeture/pauses de contact pour expliquer pourquoi le contact est fermĂ© ou mis en pause. Il souligne Ă©galement que les centres d'appels se dĂ©veloppent malgrĂ© l'utilisation croissante des canaux de service client numĂ©riques et de l'intelligence artificielle. Le logiciel d'assistance multicanal LiveAgent propose des modĂšles de chat en direct et des scripts prĂȘts Ă l'emploi pour aider les agents Ă fournir des rĂ©ponses rapides et maintenir un message de marque cohĂ©rent.
Le chat en direct est devenu le canal de communication digitale le plus populaire auprÚs des clients. Il offre une réponse rapide aux clients et peut aider les équipes commerciales à collecter des prospects. S'excuser en cas d'erreur est la meilleure façon d'assumer la responsabilité et de gagner la confiance des clients. LiveAgent propose des outils avancés pour gérer tous les canaux de communication avec les clients, tels que l'e-mail, le chat en direct et les appels téléphoniques. L'assistance technique en ligne est également essentielle pour améliorer la satisfaction et la fidélité des clients.
Join our community of happy clients and provide excellent customer support with LiveAgent.
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