Ending a call politely should always be your goal, whether it’s a routine call, a long winded caller on the other line or an upset customer who is becoming aggressive.
Ending a call politely is easy enough when it’s a routine call - once the matter is resolved, a simple “Is there anything else I can assist you with today?” and a friendly sign-off are all it takes to end the call politely.
But what about the more difficult scenarios, when the caller doesn’t necessarily want to end the call but is eating up your time for other customers? When the caller is shouting at you and refuses to calm down enough to look for a solution? That’s when ending a call politely becomes a challenge.
This post will help you navigate the uncertain waters of ending a call politely when the caller isn’t quite being polite.
If your caller is particularly long-winded and is eating up your time after being assisted, it’s your job to know how to politely end the call without letting on that you’re not so much hanging up as escaping the conversation.
In this scenario, don’t wait for a window to escape - create a window by carefully choosing your words.
Some ways to escape a long-winded conversation politely:
“Listen to me, rambling on. I get off track when talking about (__), you’ll have to excuse me! Thanks so much for your call, glad we got that resolved. If that’s everything, have a wonderful day!”
“It’s been great getting a chance to chat with you, (name)! If there’s anything else we can help you with, just give us a call. Thank you and enjoy your afternoon!”
“Thank you again for letting us know about that. I just noticed that my call queue is starting to stack up - is there anything else I can help with before I go?”
“You know, I’ve enjoyed talking to you so much that I didn’t realize I’d kept you on the phone for almost 20 minutes! So sorry. It was great chatting with you and I’m happy we found a solution that worked. Have a great day!”
You should have some sort of policy in place that tells employees what to do when they are met with harassment, aggression, or threats on the phone. Act according to your company’s policy, and if one does not exist, create a temporary policy for yourself.
We recommend ending the exchange immediately if a caller is continuing to threaten you, shout at you, curse, harass, or otherwise intimidate you - after you’ve given the caller one or two verbal warnings.
Don’t hang up the moment a caller raises his or her voice, calls you a name, drops the F-bomb or insults the company. Let the caller know you’re bound to act according to company policy and that you will be forced to hang up if they continue their behavior.
Publish Date: March 8, 2017 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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|2.)||Call Center Studio|
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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|3.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
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CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
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Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
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|8.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
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Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
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Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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|13.)||Tru29 Outsource Solutions Inc.|
Custom Outsourced Solutions
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