There are no specific words, but every first conversation should include certain elements. These elements may include greetings, the name, and surname of the agent, the name of the company, and the department or team the agent is a part of. Every first contact conversation should also make the customer feel heard and taken care of. That’s why such conversations should contain friendly words and empathetic statements.
If an IVR (Interactive Voice Response) is used, it’s a good idea to inform customers how long it will take for them to be connected with an agent. If an issue discussed during the first conversation can’t be resolved right away, the customer should be informed how long it will take for an agent to address the problem. It’s also advisable to let the customer know when they will be contacted about the next steps.