“I Appreciate Your Patience “

“Hello?  Hello!?  Are you still there?”

DEAD AIR on a phone call is, well, just deadly to the caller.  It is so frustrating to ask a question and hear silence.  Even if one asks a question and the response is, “Let me check” and then silence - it can’t go on too long or the caller will think they have been disconnected.

Nearly all call centers have some accounts where time is needed to look up information.  In almost every instance we are careful to let the caller know we are looking something up and we let them know fairly frequently that we are still looking.  Occasionally, agents become so involved in the search for information that they forget to let the caller know what they are doing.

It is difficult to break your concentration when you are searching and/or reading, but the caller hearing dead air should not be left wondering what is happening for 2 or 3 minutes at a time – even 30 seconds is too long.  When you need time to search for information or wait for a portal, it is important to keep callers in the loop. Here are some phrases to assist you.  

When you are about to go into the Portal or to search for something begin by saying.  

 “I will be accessing our database, please bear with me.”

 You can follow that about 15 seconds later (or when you access the portal) with – 

”Here we go, let me find the correct information now.”

Here are some phrases for you to use to let callers know you are still there for them when you are searching for additional information.  Please use them frequently.

  “This may take a few minutes.”

  “Thank you for your patience.”

  “The computer is running a bit slow right now. “

  “I appreciate your patience.”

  “I know this is taking some time; thank you for your understanding.”

  “I’m still checking (or searching).”

  Or any combination of these phrases that let the caller know you are still there.

You may want to say – “Ah, here we are” when you get to the correct information.

It’s important not to leave callers in the dark, wondering what’s happening and if you’re still on the line with them. Time seems to crawl when you are waiting and that becomes annoying.  Our job is to not only help callers but to leave them feeling good about their call.   Keeping them informed is just a simple courtesy and one that will give the caller a great impression instead of leaving them unhappy.

Let’s always give our callers a great impression of our client’s company!


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