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Modelos de primeiro contato de call center

Conversations over the phone are still an important contact channel for both companies and their customers. It’s true that other means of communication like messaging apps, live chats, or chatbots are becoming increasingly popular, but a good, old phone call is still a form of communication that many customers will choose to get in touch with one of your company’s representatives.

Modelos de primeiro contato de call center
LiveAgent pode ser usado para chamadas receptivas e ativas

This study proved that 69% of customers prefer phone support over chat or “other” support channels. And even though another study indicated that 71% of respondents believe live chat will become more popular than emails and phones by 2021, call centers are still a building block for customer service and customer support. 

Peter Komornik

O LiveAgent combina excelente chat ao vivo, emissão de tickets e automação que nos permite fornecer um suporte excepcional aos nossos clientes.

Peter Komornik, CEO
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Criamos um conjunto de modelos de primeiro contato para call centers para ajudá-lo a fornecer a seus clientes a melhor experiência possível por telefone. Sinta-se à vontade para copiá-los e usá-los palavra por palavra, ou modificá-los de acordo com suas necessidades e utilizá-los em um formato diferente.

Modelos de primeiro contato de call center

Modelo de primeiro contato 1


Hello! My name is [name], I’m a [agent’s position], from [name of team/department/company]. How can I help you today?
[Customer greeting]

If the customer reports an issue or a problem:

I’m really sorry to hear that. I can only imagine how frustrating it must be. Could you give me some more details so that I can help you more effectively?
[Customer agrees].
Perfect, please be so kind as to answer the following questions. Sorry for bothering you, but I really need to know a little more in order to help you. [A list of a few questions that will help the agent support the customer better].
[Customer answers questions].
Great, thank you! I’ve noted everything down, thank you for your patience. It seems that we are able to resolve this issue right away. Do you have two more minutes to stay on the line with me so that we can find a solution to your problem together?
[Customer agrees]
[Agent continues the conversation and aims to resolve the problem in a few minutes].

Modelo de primeiro contato 2


Hi there! It’s [name] from [company/team/department] speaking. How are you doing today?
[Customer greeting]

If the customer reports an issue or a problem:

Oh, I’m really sorry that you’ve experienced such issues with our [product/service]. Please give me your full name and [order number/account login/customer number] so that I can find your information in our system and start dealing with that issue.
[Customer provides details]
Okay, I’ve logged in to our system, and I can see that [describe the current status of an order/possible product flaw/potential cause of an issue with a service]. Is that right?
[Customer confirms or declines].
Thank you for this information. It seems that we won’t be able to solve this issue during our conversation, so I’ve just created a problem report and our system will assign a unique number to your issue. Is that okay?
[Customer confirms]
In the next few minutes, you’ll receive an email confirmation with your ticket number. You can check the status of your request by clicking on the link included in the email. It may take us up to [1/2/5…] days to resolve your issue. We will contact you via [phone/email/messaging app] to inform you once the problem has been addressed. Would that work for you?
[If the customer confirms] Thank you for getting in touch with us. We’ll do our best to resolve this issue as fast as possible.
[If the customer declines] If this doesn’t work for you, please tell me what would be the best outcome for you or how long are you willing to wait for us to deal with the problem.
[Conversation continues until the agent finds the most satisfactory solution].

Modelo de primeiro contato 3


Good morning/Good afternoon/Morning! You have reached [company]’s [department/team name] contact center. I’m happy to assist you today. Please tell me your issue.
[Customer greeting]

If the customer reports an issue or a problem:

I can only imagine how frustrating [the situation described by the customer] must be for you. I promise I’ll do my best to find the right solution for you as quickly as possible. What’s your name?
[The customer says their name].
[Customer’s name], please describe your problem thoroughly by answering a few questions. This information will be really helpful [list of questions].
Okay, [customer’s name]. It seems that I need to involve our tech team to help you with the [issue/problem/technical flaw]. Usually, it takes up to [3/5/7] days to address such problems. Let me create a ticket for our technical support. You can check the status of your report by logging into our dashboard. Do you know how to do that?
[If the customer says “yes”, the agent can continue. If the customer says “no”, the agent should explain how to log in to the dashboard].
So, as I said, our tech team will take care of your request, and you can follow the progress in our dashboard. When this problem is dealt with, we will also send you an email or call you. Which communication channel works better for you?
[Customer chooses the channel]
That’s great. Thank you for reaching out, and let’s stay in touch. Is there anything else I can help you with?
[If the customer says “no”, the agent can finish the conversation. If the customer says “yes”, the agent should talk with them to get more details].
Once again, thank you for contacting us. And remember, if you have any other requests, don’t hesitate to contact us.

Perguntas frequentes

Devo dar a um cliente uma resposta definitiva à sua pergunta durante o primeiro contato?

Idealmente, seus atendentes devem tentar responder às perguntas do cliente imediatamente. No entanto, na realidade, os atendentes podem achar difícil resolver todos os problemas na primeira tentativa. Lembre-se de que cada interação deve entregar valor e reforçar a ideia de que sua empresa tem como interesse a satisfação do cliente.

Existem palavras/frases específicas que os atendentes devem dizer durante a conversa inicial?

Não há palavras específicas, mas toda primeira conversa deve incluir certos elementos. Esses elementos podem incluir saudações, o nome e sobrenome do atendente, o nome da empresa e o departamento ou equipe da qual o atendente faz parte. Cada conversa de primeiro contato também deve fazer com que o cliente se sinta ouvido e acolhido. É por isso que essas conversas devem conter palavras amigáveis e declarações empáticas.

If an IVR (Interactive Voice Response) is used, it’s a good idea to inform customers how long it will take for them to be connected with an agent. If an issue discussed during the first conversation can’t be resolved right away, the customer should be informed how long it will take for an agent to address the problem. It’s also advisable to let the customer know when they will be contacted about the next steps.

Quanto tempo deve durar uma chamada de primeiro contato?

Não é fácil avaliar quanto tempo deve durar uma chamada de primeiro contato. No entanto, nenhuma conversa telefônica no call center deve durar muito tempo. Os atendentes devem ajudar os clientes a relatar um problema de maneira rápida e lógica. Em seguida, cabe ao atendente informar o cliente sobre todas as opções de resolução disponíveis e tentar escolher a mais eficiente.

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