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Seb Anthony

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Relationship Building


Hello fellow members,

Does anyone have any tips on how to build customer relationships or rapport over the telephone for staff in a call centre environment who have an average talk time of 3 minutes per call.

Any assistance would be greatly appreciated


4 Responses

  1. Make it more personal
    Hi Antionette

    A formula that I have used before is ANSA

    A = Acknowledge their request (e.g. Yes, I can help you with that)
    N = Get their name and use it
    S = signpost what is going to happen next (e.g. I need to ask you some questions and then I will …..)
    A = Ask for their account number (if that is part of what they need to do).

    It’s a lot more personal than the customer making their request and the call handler answering with “What’s your account number?”

    Hope that helps


  2. rapport building
    Is helpful to have a bit more context. What is the nature of the call centre function – outbound sales, customer service, deby collection, complaint handing?

  3. Building rapport with customer.
    Thank you for your assistance Debbie and Sue.

    In response to your question Debbie, the call centre is inbound and the agents handle a variety of calls, mostly customers requesting reservation or making changes to their existing reservations. I am wanting to supply the agents with some tips of how they could build a rapport with the customer and personalise each call rather than treat every caller the same.

    Your assistance is most appreciated.

    Kind Regards,

    Antoinette Elaro

  4. personalising the call
    In addition to what’s already been suggested I would also encourage agents to match the call to the caller’s pace, style, volume, tone etc. to build rapport. Remembering also to give their own name in a mutual introduction.
    “You’re speaking to Mary – may I take your name please? Thank you Mr Smith….”
    In my view, Matching is the key to building rapport quickly on the call and if you can get agents to practice this in role play they will be able to tune in to each caller straight away.


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