Don’t leave Me Hanging On The Telephone

Building rapport is one of the fundamental aspects of positive communication, and once achieved it can enable you to obtain your goals. Through building a working relationship you become able to not only establish the likes and dislikes of your customers, consumers, colleagues and co-workers, but you also gain their trust as well.  It is important to remember that confidence is deemed the key to success.

Body language plays an active role in building rapport, however not all forms of communication take place face to face.  It is important to understand that alternative methods of communication are equally as effective and make significant contributions to the outcomes of conversation.

Telephone conversations are fast paced, micro relationships that can take place within an allocated timescale, especially in a call centre environment.  This means that there is a limited use of time, which must be used wisely, and the ways in which you conduct your conversation must be beneficial to your projected outcome.  To provide the best possible service, building good rapport is essential.

Here’s a few handy tips to get you started:

  • Say cheese: Surprisingly, it is not only what you say that is heard over the telephone, but how you say it too.  To create a relaxing atmosphere and allow your caller to feel more at ease we always recommend opening your call with a smile.
  • Don’t be afraid to let your caller know that you’re human: Strike up that conversation and begin your call with a friendly introduction, perhaps even acknowledge the weather before moving the call forward!  By simply ‘breaking the ice’ you become more likely to get the response that you would like.  Showing empathy towards your caller is a great and effective way of building rapport.
  • Conversation is a two-way street: Listening is just as important as talking.  Concentrate on your caller and ensure that they know that you’re focused on them and their immediate needs.  Respond to your caller as and when appropriate, being sure not to interrupt them and avoiding frustration.
  • Be that modern-day Hamlet: If reading from a script is part of your job, put forward your personality by emphasising words.  This will make the script more interesting for your caller, as well promoting yourself as approachable and personable.  It is possible to be both professional and friendly! By creating a good rapport with your caller, your call itself will be productive, pleasant and a success.


For more information about how Beyond The Box could take your business beyond tomorrow, please contact us at  We look forward to hearing from you soon.