Telephone Customer Service “WOW!” Factors

Effective communication skills are fundamental in today’s work environment. Impressions are formed within seconds. All businesses should ensure that a positive first impression is made with every call. Low morale and lack of enthusiasm make for a negative call experience. Studies suggest that 13% of callers who have what they perceive as a negative experience will tell at least 20 other people.

Professional Call Centers incorporate a robust training program and on-going coaching that ensures the following key performance indicators are securely in place. Grade your call center or in-house telephone customer service on a scale of 1-10 and measure the “WOW FACTOR” as defined by the following criteria:


  • The caller is greeted with enthusiasm and a positive attitude.
  • The agent sounds interested, pleasant, and helpful.
  • The agent states his/her name.
  • The entire answer phrase is articulated clearly without rushing.


  • The call is answered in three rings (18 seconds) or less.
  • Hold time, if any, is minimal.


  • Phrases such as “please” and “thank you” are used appropriately.
  • If the caller is put on hold, they are asked permission first.
  • A polite return from hold is spoken.

Call Control

  • The caller is guided throughout the call with appropriate questions.
  • Awkward pauses or silences are avoided


  • Proper business phrasing is used throughout the call.
  • Slang is not acceptable (e.g, “Yup”, “Nope”, “Okey Dokey”, “All righty”, “Ain’t”).

Knowledge / Confidence

  • Agent sounds knowledgeable about the business, products, and services.
  • The call flows smoothly


  • Agent enunciates clearly, does not mumble and speaks at an appropriate pace and volume.
  • Agent confirms the correct spelling of the caller’s name.
  • Agent confirms the caller’s contact information.
  • Agent advises the caller about how the message will be handled.
  • Agent reassures the caller by advising what will be done.
  • Agent sounds engaged with the caller (i.e., compassionate, concerned, and interested).

Does your call center or in-house telephone customer service measure up to these standards? We do!