Inglés para call center y BPO LatAm: el salto a cuenta premium

“Thank you for calling [Company], my name is [name], how may I help you today?”

Greeting estándar Tier 2-3

“Good morning/afternoon, you've reached [Company], this is [name] speaking.”

Greeting profesional alternativo

“May I have your account number, please?”

Pedir info — 'please' siempre

“Let me verify some information with you for security purposes.”

Iniciar verificación KYC

“I completely understand your frustration, and I'm sorry you're going through this.”

Validar emoción primero

“Let me see what I can do to make this right.”

Tomar acción percibida

“I want to make sure I understand correctly — you're saying that…”

Reformular para mostrar escucha

“I really appreciate your patience while I look into this.”

Reconocer espera

“While I cannot promise X, what I can do is Y.”

Manejar imposibilidad sin decir 'no' directo

“Is there anything else I can help you with today?”

Cierre obligatorio

“I'd like to bring my supervisor into the conversation. May I place you on a brief hold?”

Anuncia escalación sin sorprender

“I'm going to transfer you to our specialist team who can resolve this faster.”

Transfer correcto

“Your case number is XXX. A specialist will call you within 24 business hours.”

Callback con expectativa clara

“May I place you on hold for about 2 minutes while I check this?”

PEDIR permiso, no anunciar

“Thank you for holding. I appreciate your patience.”

Retomar agradeciendo

“I'm still working on this. Would it be okay to keep you on hold for another minute?”

Re-confirmar si pasa de tiempo prometido

“To recap, we did X, Y, and Z today. Is there anything else?”

Recap antes de cerrar

“You'll receive a confirmation email within 10 minutes.”

Setear expectativa next step

“Thank you for calling [Company]. Have a great day!”

Cierre estándar — energía positiva