After reading this article, you’ll know the 13 call centre etiquettes you (as a call centre agent) or your team (as a head customer support) have to follow to provide the best customer support experience.

Let’s get started.

What is call centre etiquette?

Call centre etiquette refers to rules that govern agents’ communications with customers. It entails how agents greet, listen, solve, and end calls for enhanced customer satisfaction.

You can simply call it the dos and don’ts for call or contact centre agents.

Why is call centre etiquette important in customer support?

Should your call centre agents care about etiquette when dealing with customers? Yes, they should.

Here’s why:

• First impressions matter: Agents must greet customers warmly and build trust. A friendly voice and a welcome can make a difference (even in pyjamas).
• Call agents must show respect and empathy: For customers’ needs and feelings, call agents must not sound robotic or rude, especially in difficult situations.
• Experience customer satisfaction and loyalty: Happy customers buy more and refer you to others. Referrals are like free marketing for your business.
• Enjoy fewer complaints and fewer negative feedback: Angry or unhappy customers can hurt your reputation. Fewer complaints mean fewer headaches. A headache-free day is a good day.
• It boosts confidence and professionalism: Proper etiquette makes call agents feel and sound more confident, professional, and credible. Customers trust them and the company more.
• It enhances brand reputation and image: Call centre etiquette impresses customers, bosses, colleagues, and competitors. It shows leadership and expertise in their field and creates new opportunities for them and the company.

These are reasons why call centre etiquettes matters. So, what are these call centre etiquettes, and how do you apply them?

13 call centre etiquettes that support agents should follow

Call centre etiquette has three categories: communication, technical, and personal skills. 

Teach these 13 etiquettes to your call centre agents.

1. Communication skills – maintaining a positive attitude

#1. Use positive language and tone

Call centre agents must avoid these phrases:

• “Unfortunately, no”: This sounds negative and impossible. Instead, offer other options or solutions.
• “I can’t help with that”: This sounds unwilling or unable. Instead, say, “Let me find out who can help you” or “Let me connect you with someone who can”.
• “You misheard me”: This sounds blaming and insulting. Instead, say, “Let me repeat that for you”.
• “That has nothing to do with me”: This sounds irresponsible and dismissive. Instead, say, “I’m sorry to hear that,” or “Let me see what I can do to help you”.

Also, avoid negative words like “can’t”, “won’t”, or “don’t”. Instead, use positive words like “can”, “will”, or “do”. They help maintain a positive conversation with the customer.

#2. Avoid jargon and slang

Avoid jargon and slang that may confuse, offend or alienate the customer. As call centre agents, you should avoid the following:

• Uncommon or unclear abbreviations: Acronyms like “CRM”, “SLA”, and “KPI”. They may confuse or frustrate the customers.
• Irrelevant technical terms: Avoid using technical terms that are not relevant to the customer. Terms like “bandwidth”, “latency”, and “firewall”. They may overwhelm or bore the customers. Except you’re 110% sure they know what it is or you’ve already explained it to them.
• Inappropriate informal words: Avoid words like “mate”, “buddy”, or “pal”. They may disrespect or annoy the customers if they don’t suit their tone or culture.
• Vulgar or profane words: Avoid words like “f***”, “s***”, or “b****”. They are rude and unacceptable to the customers.

#3. Speak clearly and confidently

Mumbling, stuttering, or using filler words like “um” or “uh” makes agents sound unsure or unprofessional. To improve clarity and confidence when speaking on the phone:

• Practice pronunciation and enunciation: Use tongue twisters to improve articulation. Record yourself and listen, or ask for feedback.
• Slow down while speaking: Don’t sound nervous or impatient. Make it easy for the customer to understand. Pace yourself and use pauses instead of filler words.
• Pay attention to voice tone: Use a friendly and calm tone even in challenging situations. Use intonation, volume, and emphasis to express yourself. Avoid sounding too loud, too soft, or too monotone.

#4. Listen actively and empathetically

Pay attention to the customer without interrupting or jumping to conclusions.

Repeat back what the customer said, using their words or paraphrasing. Confirm that you understood them correctly. For example:

Customer: “My shoes arrived damaged. The box was torn, and the shoes had stains.”

Agent: “Your shoes arrived damaged. You ordered them from our website, but the box was torn, and the shoes had stains, right?

Customer: “I can’t log into my account. I forgot my password and can’t access the email I used to sign up for.”

Agent: “You can’t log into your account. You forgot your password and don’t have access to the email you used to sign up, correct?”

This builds rapport and trust and avoids misunderstandings or frustrations. The customer will see your service and company in a good light.

#5. Provide accurate and helpful information

Don’t guess or make something up. Verify the facts from reliable sources or ask for help.

• Verify information: Double-check facts before providing an answer.
• Use reliable sources: Consult official documentation or expert colleagues.
• Ask for help: If unsure, transfer the call to a more experienced colleague.
• Address customer concerns: Acknowledge customers’ needs and provide accurate solutions.

Accurate and helpful information boosts customer satisfaction. This shows your professionalism and reduces potential disputes.

2. Technical skills – solving problems quickly

#6. Know your product or service inside out

Call agents must solve problems and explain any feature.

They shouldn’t sound like they’re reading from a script or a manual. They should speak like experts and help the customer make the best decision.

If you’re the head of customer support, train your call agents on every aspect of your product or service, from the essential functions to hidden benefits. Test their knowledge and give them feedback and updates.

Encourage them to use your product or service themselves. This way, they can understand the customer’s needs better.

#7. Use the tools and resources available to you

Use powerful tools like:

• Role-playing
• Feedback
• Coaching
• Courses
• Podcasts
• Videos.

They’re magical as they make training fun and engaging.

#8. Follow the protocols and procedures of your company

Your agents should follow the company’s protocols and procedures. This shows respect for customers, the company and themselves.

It also prevents conflicts, misunderstandings and complaints. They should never improvise, deviate or ignore the rules.

To follow the protocols and procedures, agents must:

• Use the company’s script to greet customers.
• Follow the company’s policy when issuing refunds.
• And avoid making promises or guarantees that they can’t keep.

3. Personal skills – building trust

#9. Be polite and respectful

Politeness and respect are essential for customer etiquette.

To personalise the conversation, call agents should use the customer’s name.

They should also use courtesy words like “please” and “thank you”. This shows that they value the customer as an individual.

#10. Be honest and transparent

Call centre etiquette includes being honest and transparent.

Agents should never lie or hide information from customers. Dishonesty ruins reputation and trust.

During customer conversations, agents should clearly outline the following:

• Their abilities and limitations.
• The benefits and risks of the product. They should never claim it is perfect when it has a flaw.
• The expectations and timelines of the order. They shouldn’t promise two days when it takes two weeks.

And if they err, agents must admit and apologise sincerely. Customers will value their honesty and respect.

#11. Be patient and calm

Exercising patience is a vital etiquette for call centre agents. They must control their emotions during conversations with customers.

The customer may be rude or sound unreasonable. Under no circumstance should they lose their cool or snap at angry customers.

So, teach them to breathe deeply and stay calm no matter what.

They should not interrupt or talk over a customer. Instead, they must listen and empathise with the customer. And solve their problems quickly and effectively.

#12. Be proactive

Proactivity is a crucial etiquette for call centre agents. They should be able to anticipate customer needs and avoid escalations.

For example, a customer complains about a faulty product. What to do?

Apologise, then suggest a replacement, discount, or refund.

Proactivity shows confidence and knowledge, which builds trust and rapport.

Want to train your call agents on proactivity? Use role-playing, feedback, rewards, best practices, and examples.

#13. Be organised

Your call agents must be ready beforehand for any situation. They shouldn’t scramble for information or solutions.

To be more organised, call agents should:

• Use scripts or checklists for common scenarios (greetings, complaints, or sales).
• Have all the relevant documents and tools (customer records, product manuals, or calculators).
• Set and track each call’s priorities, goals, progress, and performance.

There you have it – 13 crucial etiquettes for your call centre agents.

If you’re a call or contact centre agent, this will make you a rockstar. As a manager, these tips will help your agents make your customers happy.

How do you train your agents to master these call centre etiquette?

There are four categories of training you can use:

• Onboarding training
• Mentor training
• Live call training
• Continuous training and development

1. Onboarding training

This occurs during the hiring process. It’s an opportunity to help your new support agents embrace your company’s legacy.

During this training, introduce them to the company culture, values, and mission.

Also, give them an overview of the products or services offered by the company. Help them familiarise themselves with your call centre tools and technologies.

From the start, emphasise proper call centre etiquette like:

• Active listening
• Speaking with professionalism and clarity
• Developing a cheerful and polite tone, and
• Providing accurate and helpful information.

As well as all others discussed before this section.

This is the first step.

2. Mentor training

Implement a shadowing program that pairs new agents with experienced mentors.

To do this:

• Select mentors with excellent performance, skills, and attitude. Also, ensure that they’re willing and able to coach new agents.

• Define the expectations and responsibilities of both mentors and mentees. Monitor their progress and performance regularly.
• Train and support your mentors to be role models for new agents.
• Encourage mentors and mentees to share feedback, insights, and challenges with each other and the management team.
• Recognise and reward mentors and mentees for their efforts and achievements.

3. Live call training

Let your agents practise their skills and receive classroom or virtual training feedback. 

Show them the types of calls they will answer and how to handle them. You can play recordings of previous calls and have them listen in.

4. Ongoing Training and Development

Call centre etiquette training is not a one-time event. It’s not something that you can learn once and remember. 

Your agents must update their etiquette skills regularly.

So, provide ongoing training and refreshers for your agents. This keeps them updated on the latest trends, standards, and expectations of call centre etiquette.

What are the tools and resources for improving call centre etiquette?

Here are some tools and resources that can help improve call centre etiquette.

1. CRM tools

CRM tools are software that manages customer data and interactions.

CRM tools help call centre agents to:

• Access customer information 
• Automate tasks, and
• Improve etiquette by personalising communication

TelebuHub call centre software comes with an inbuilt CRM. So your team doesn’t need to open multiple tabs to serve your customers.

2. Training programs and workshops

Training programs and workshops are educational sessions that teach call centre agents the skills and knowledge they need to perform their roles effectively.

Training programs and workshops can help improve adherence to call centre etiquette.

3. Guides and checklists

Guides and checklists include:

• Scripts, tips
• Examples
• Dos and don’ts
• FAQs
• Quality standards

Guides and checklists can help improve adherence to call centre etiquette. They ensure consistency, accuracy, clarity, and courtesy in customer conversations.

4. Monitoring and evaluation tools

Monitoring and evaluation tools help you track call centre metrics like call duration, resolution rate, customer satisfaction score, first call resolution rate, average handle time, and net promoter score.

These tools will help you identify strengths, weaknesses, opportunities, and areas for improvement in agents’ communication.

What are the dos and don’ts of call centre etiquette?

Let’s summarize the call centre etiquette we’ve shared in this article into a list of dos and don’ts.

The do’s of call centre etiquette

As a call centre agent, you must:

• Greet your customers warmly and politely, using their names if possible.
• Listen actively and attentively to your customers, showing empathy and understanding.
• Use clear and positive language, avoiding jargon, slang, or filler words.
• Confirm and repeat the customer’s information, such as their name, account number, or issue, to ensure accuracy and avoid misunderstandings.
• Provide accurate and relevant information, solutions, or alternatives to your customers, explaining the benefits and drawbacks of each option.
• Follow up with your customers by phone or email to ensure their satisfaction and resolve any pending issues.
• Thank your customers for their time and feedback, and invite them to contact you again if they need further assistance.

The don’ts of call centre etiquette

As a call centre agent, you:

• Don’t interrupt or talk over your customers. Even if you think you know what they will say or ask.
• Don’t assume or judge your customers’ needs or situations.
• Avoid hostile or rude language, such as sarcasm, insults, or threats.
• Don’t lie or make promises that you can’t keep or deliver.
• Don’t transfer or put your customers on hold without their permission or explanation.
• Don’t ignore or dismiss your customers’ concerns or complaints, even if they seem trivial or unreasonable.
• Avoid ending the call abruptly or without confirming that the customer’s issue has been resolved or addressed.

We’re now at the end of this comprehensive guide.

You need a powerful tool to enhance productivity while practising these etiquettes. Find out what tool to use in the next section.

TelebuHub: The ultimate call centre etiquette solution

You need TelebuHub. TelebuHub is a cloud call centre software with a knowledge management system and agent scorecards your contact centre needs. 

TelebuHub also helps you simplify your operations and increase customer satisfaction. It is accessible, scalable, and affordable. 

Sign up for free or schedule a demo today.

Frequently Asked Questions (FAQs)

What are the 5 P’s of telephone etiquette?

The 5 P’s of telephone etiquette are preparation, professionalism, patience, positivity, and personalisation.

• Preparation: Before making or answering a call, ensure you have all the necessary information and tools.
• Professionalism: Use a polite and respectful tone, avoid slang and jargon, and address the customer by name.
• Patience: Listen attentively to the customer, do not interrupt or rush them, and empathise with their situation.
• Positivity: Use positive language, express appreciation and gratitude, and offer solutions and alternatives.
• Personalisation: Tailor your communication to the customer’s needs, preferences, and personality.

How do you speak in a call centre?

When speaking in a call centre:

• Use a clear and confident voice
• Speak at a moderate pace and volume
• Avoid filler words and pauses
• Use active listening skills
• Repeat and confirm critical information
• Ask open-ended questions
• Use positive and courteous language

How do you speak confidently in a call centre?

To speak confidently in a call centre:

• Practise your script and pronunciation
• Smile and use positive body language
• Focus on the customer’s needs and expectations
• Anticipate common questions and objections
• Seek feedback and guidance from your supervisor or peers

How do you politely talk to customers?

To speak politely to customers, you should:

• Greet them warmly and introduce yourself
• Use their name and title appropriately
• Thank them for their time and interest
• Apologise for any inconvenience or delay
• Compliment them on their choice or feedback
• Avoid negative or rude words and phrases
• End the conversation on a positive note

How do you handle angry customers in a call centre?

When facing angry customers in a call centre, you should:

• Remain calm and composed
• Acknowledge their feelings and apologise sincerely
• Listen actively and empathetically
• Ask questions to understand the problem and its cause
• Offer a solution or escalate the issue if needed
• Follow up with the customer until you resolve the issue.

What common etiquette mistakes do agents make?

Some common etiquette mistakes that call centre agents make are:

• Not using the customer’s name or pronouncing it incorrectly
• Interrupting or talking over the customer
• Using slang, jargon, or acronyms that the customer may not understand
• Making assumptions or judgments about the customer
• Giving false or misleading information or promises
• Not apologising or taking responsibility for errors or complaints

How do you maintain etiquette during peak times?

To maintain call centre etiquette during peak times:

• Prioritise your tasks and manage your time efficiently
• Use call waiting and hold features appropriately
• Inform the customer of the expected wait time and reason
• Check-in with the customer periodically while on hold
• Transfer the call to another agent or department if necessary