In our earlier post, we highlighted the rising demand for bi-lingual call center employees in the Philippines and how learning Spanish can help call center agents in boosting their salaries.
Today, we discuss some of the most important Spanish call center phrases that may be useful for call center agents taking calls from Spanish speaking customers.
We will begin with the introductory phrases and then discuss some more phrases around asking for payment information, discussing the problem, etc.
1) Welcoming the customer
On picking the call, you would usually thank the customer for calling the call center and then introduce yourself.
Let us learn how to say ‘Thank you for calling the call center’
- We know that ‘Thank you’ = Gracias
- For = Por (whenever we express gratitude or apology, always use ‘por’ and not ‘para’)
- To call (infinitive) = Llamar
- The call center = el centro de llamadas (literally center of calls)
- Now, calling the call center literally becomes calling to the call center. Where to = a
- We know that to the = a + el on contraction becomes ‘al’
Thank you for calling the call center = Gracias por llamar al centro de llamadas
You can also say, Thank you for your call
Call = Llamada
Thank you for your call = Gracias por su llamada
2) Introduce yourself:
- Hello! I am… (This is…) = ¡Hola! Soy…
- Hello! My name is… = ¡Hola! Me llamo…
- Good morning! = ¡Buenos días!
- Good afternoon! / Good evening! = ¡Buenas tardes!
- How can I help you?/ How can I serve you? / What can I do for you? = ¿En qué puedo servirle?
3) Transferring/ Holding:
- One moment, please = Un momento, por favor
- I am going to transfer your call = Voy a transferir su llamada
- I am going = (Yo) voy
- To transfer = Transferir (we don’t conjugate it as we have already conjugated ‘voy’)
- Your call = Su llamada
4) Payment information:
- Can you give me your card number? = ¿Puede darme su número de tarjeta?
- Can/To be able to = Poder; You can = Puede
- To give = dar (we don’t need to conjugate it, as we have conjugated ‘poder‘)
- Can you give = Puede dar
- Now, in the sentence, Can you give me your card number?; You = subject (the person doing the action), card number = direct object (being given), me = indirect object
- Place the indirect object either before the conjugated verb ‘puede’ (Me puede dar) or attach it to the infinitive ‘dar’ (Puede darme)
- Can you give me = Puede darme
- What is your area code? = ¿Cuál es su código de área?
5) Discussing the problem:
- What seems to be the problem? = ¿Cuál parece ser el problema?
- To seem = Parecer; It seems = Parece
- To be = ser
- Remember, even though ‘problema’ ends in -a, it is masculine
- Is it broken? = ¿Está roto?
- I understand your concern = Entiendo su preocupación
- To understand = Entender, I understand = Entiendo
- I’m sorry, it is not our policy = Lo siento, no es nuestra política
- agent = agente
- area code = código de área
- call = llamada
- to call = llamar
- call center = centro de llamadas
- customer service = servicio al cliente
- database = base de datos
- delay = retraso
- help desk = mesa de ayuda
- I am sorry = Lo siento
- international = internacional
- please = por favor
- representative = representante
- technical support representative = representante de soporte técnico
- toll free = gratuito/a
- toll-free customer service hotline = línea directa gratuita de servicio al cliente
- thank you = gracias