I've been working in the Business Process Outsourcing(BPO) industry in the past 12 years. In this long period I witness the evolution of call center lingo including the mostly used words and phrases in this business sector.
Today, we shall focus on the terms widely used by call center specialists. If you happen to be a call center employee, you can definitely relate to this topic. We carefully selected the following common phrases. Also, we eliminated those negative jargons and will create a separate post to those subjects.
Here are the top 6 mostly used words and phrases in call center companies in the world.
1. Thank you for calling. Obviously, this is already a signature of call center agents. In fact, when there are situations they hear a phone ringing they would jokingly say this clause. This is required when a representative answers a call and also before ending the phone conversation.
2. Basically, technically, Usually, Typically, Actually, etc. Communications coaches can immediately spot over usage of these words when someone starts a sentence. These are some of the most common fillers that call center agents use during a conversation. Do you also have the same habit?
3. How's the weather there? This is the most famous question when someone tries to build rapport with the customer or to at least break the long dead air because the customer doesn't know how to freaking shutdown the computer or if the system would take forever to reboot.
4. This is noted. This is widely used in email responses to acknowledge something but this is also being used by call center agents to make the customer feel that everything has been documented or recorded in the CRM tool. Sort of assurance or making the customer feel that you care(even if you really don't care at some point lol.)
5. Irate customer. This is used to describe a caller who is already at the verge of exploding because of too much anger. This is also the state when the customer is ready to cut off the throat of the support representative because the call center agent could not assist the customer since the issue is out of scope and the caller needs to be transferred to another department. More importantly, the representative would most likely pray to all saints hoping that the customer would disconnect the call.
6. Escalate and Expedite. Escalation is one of the most abused options by frontline support. They often claim that the customer is demanding an immediate solution or would want to speak to a supervisor or someone higher to expedite the case. This could sometime result to a clash between the escalations team and the frontline support group because sometimes there are pushbacks which leaves the customer on hold forever.
There are other commonly used words and phrases in the call center industry including hadouken which is a kind of AUX manipulation to avoid receiving calls. However, as mentioned earlier, we will create a separate post for this.
I hope this article has enlightened those folks who are not in the BPO industry. For sure, some of these words and phrases might be applicable in your field too!