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Negative Language: A No, No from Call Center Agents

Call center best practices include the creation of a script which recommends professional language and key phrases.  However, it is a good idea to train agents to avoid certain phrases and types of language to avoid negative interactions. For example, instead of telling a caller “I’m going to put you on hold”, encourage agents to use phrases like “I’m sorry, I’m not the best person to answer your question, but I will be happy to transfer you to our resident expert who will be with you in two minutes. Thanks for your patience.”