How to connect with customers over the phone: A guide for contact centre workers

We might be living in a digital age, but customer service over the phone remains a crucial touchpoint for businesses. Despite the rise of self-service platforms and chatbots, many customers still prefer the human touch of speaking to a ‘real person’. For contact centre workers, establishing a connection with customers over the phone is essential to delivering a positive experience and resolving their issues efficiently. Here are some key strategies to build rapport and create meaningful interactions with customers.

1. Start with a warm greeting

First impressions are vital, and in the world of contact centres, your opening words set the tone for the entire conversation. A warm, friendly greeting can make a significant difference in how a customer perceives the call. Use phrases like “Good morning/afternoon, how can I assist you today?” to establish a welcoming environment.

Remember to introduce yourself and express enthusiasm for helping the customer. When you convey energy and a willingness to assist, customers are more likely to feel valued, which can make them more receptive throughout the call.

2. Practice active listening

One of the most effective ways to connect with customers over the phone is through active listening. This means fully concentrating on what the customer is saying without interrupting or planning your response while they’re speaking. It’s important to give customers the time and space to express their concerns or explain their problems in full.

Active listening also involves showing empathy and understanding. Demonstrate that you understand their situation by using verbal cues like “I see,” “That must be frustrating,” or “I understand how that could be an issue” to let the customer know that you’re paying attention and sympathise with their situation. This builds trust and makes the customer feel heard.

3. Be empathetic and show patience

Customers often contact call centres when they are facing a problem, so their emotions can range from frustration to confusion. It’s important to remain patient, even when the customer might be venting. Acknowledge their feelings with empathetic statements like “I can understand why you’d feel that way.”

By showing patience and understanding, you can defuse tense situations and help the customer feel more comfortable. This approach often leads to a smoother conversation, which ultimately helps in resolving the issue more efficiently.

4. Speak clearly and at a comfortable pace

Communication is not just about what you say, but how you say it. Speaking too quickly or too slowly can confuse or frustrate customers. Aim to speak clearly and at a moderate pace, allowing the customer to follow along easily. This is particularly important for customers who may not be familiar with industry jargon or technical language.

If you need to explain complex information, break it down into simpler terms and pause occasionally to ensure the customer is keeping up. Offering to clarify information can also help the customer feel more at ease.

5. Personalise the conversation

Customers appreciate a personalised experience, so avoid sounding robotic or sticking strictly to a script. Use the customer’s name when possible and reference specific details they’ve mentioned during the call. Personalisation makes the interaction feel more human and helps build rapport.

If you notice an opportunity to connect on a more personal level—such as referencing something about the customer’s location or preferences—take advantage of that. These small touches can make a big difference in how the customer perceives the conversation.

6. Remain calm under pressure

Call centre workers often deal with high volumes of calls, some of which may be stressful or confrontational. Staying calm and composed during these moments is essential to maintaining control of the conversation and ensuring a positive outcome. Take a deep breath, focus on the issue at hand, and steer the conversation toward a solution rather than dwelling on the problem. And remember – if a customer is angry or upset, don’t take it personally.

7. End the call on a positive note

Just as a warm greeting sets the tone for the beginning of the conversation, a positive closing can leave a lasting impression. Summarise any actions that will be taken, and offer further assistance if needed. Phrases like “Thank you for your time today” or “Please don’t hesitate to call us again if you need any more help” can reinforce that you are there to support them.

Building strong connections with customers over the phone requires more than just solving their problems. It involves listening actively, showing empathy, and making the interaction feel personal and human. By mastering these skills, contact centre workers can foster positive experiences that lead to lasting customer satisfaction and loyalty.

If you are looking for a contact centre role, Brook Street is here to help. With branches spread throughout the country, we offer contact centre opportunities across a range of industries. From customer support agents to contact centre operators, our experienced consultants are on hand to match you with the perfect roles and employers.

View all our contact centre job opportunities and apply for a role today.