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5th April 2016
Words like “should” and “probably” have the power to kill customer confidence, as they can make agents come across as uninformed or (even worse) as liars.
Do you know what words your agents are using?
If your hear an endless torrent of “should”, “could” and “hopefully” in your call recordings, it could be a red flag to a deeper problem.
Your agents might not believe in the promises they are making, or haven’t had enough training to have conviction in what they’re saying.
Whatever the root cause, it needs addressing, and fast!
Why not also try encouraging agents to use more positive vocabulary in their calls? Our articles Positive Words to Increase Customer Satisfaction and The Top 25 Positive Words and Phrases have some great ideas.
Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.
She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.
Connect with Megan on LinkedIn
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
