Are you looking for welcome phrases to impress customers when they call your hotline, but unsure how to choose the right ones? Bellsystem24-Vietnam conducted 100 customer surveys across various businesses to identify the most professional and impactful greetings. Here are the results—take a look and apply them.
What is a greeting in a call center?
The call center greeting is the first thing customers hear when they contact a company's call center. The greeting can be delivered by a call center agent or played automatically from IVR system.
The most popular greetings for the call center.
Each customer surveyed by us can select multiple answers if they find them impressive.
1. Good [Morning/Afternoon/Evening], welcome to the customer service hotline of [Company Name]. My name is [Agent Name], and I'm happy to assist you. How can I help you?
- Voted 60%.
2. Good [Morning/Afternoon/Evening], you are connected to [Company Name]. Have a great [Morning/Afternoon/Evening]! My name is [Operator Name]. How can I help you?
- Voted 35%.
3. Good [Morning/Afternoon/Evening], this is [Operator Name] from [Company Name]. How may I assist you?
- Voted 28%.
4. Good [Morning/Afternoon/Evening], you've reached [Company Name], this is [Operator Name]. How may I assist you?
- Voted 25%.
5. Hi! You are connected to [Company Name]. Nice to talk to you, how can I help you?
- Voted 19%.
6. Hello, I hope you're having a good [morning/afternoon/evening]. My name is [Call Center Agent Name], employee ID [XXX]. How can I help you?
- Voted 11%.
Important considerations when creating a greeting for a call center.
Start with a good morning/afternoon greeting.
In fact, as many as 40.71% of customers say they like to hear a good morning/afternoon greeting first thing in a call.
Instead of hearing the traditional greeting: Welcome to the [Company Name] call center. (Accounting for 20.21% of TP3T).
Don't overdo the greeting – Be natural.
Customers like to hear sincere, friendly words so that the conversation flows as naturally as possible.
Many call centers often formalize their greetings to achieve a higher standard of service, but customers tend to feel "awkward" and prefer natural conversation.
Put yourself in the customer's shoes and be flexible when necessary, because ultimately, the goal that businesses want to achieve is customer satisfaction. If the nature of the business requires formality, then there is no need to change, but if the business has a friendly user base, then be friendly.
Introduce yourself as a call center agent.
In the survey of 100 customers above, most customers believe that it is necessary for call center agents to introduce their names and positions.
This is something every call center agent should do when receiving a customer call.
The names of the call center agents will be introduced in the following order: Hello customer -> Quick greeting -> Company name -> Operator name.
The appropriate greeting for most businesses is:
"Hello, I hope you're having a good [morning/afternoon/evening]. Thank you for contacting [Company Name]'s customer service channel. My name is [Agent Name], how may I assist you?"
