The 7 Things Your Agents Are Saying That Are Killing Your CSAT
Vistio
APRIL 21, 2025
Even the most well-meaning agents can say things that frustrate customers, draw out conversations, or erode trustwithout realizing it. These phrases are often learned during training or picked up from peers, and they sound helpful on the surface. But in reality, they can spike handle times, trigger negative customer reactions, and drag down CSAT. Here are seven phrases to watch out forand what to say instead: “I apologize for the inconvenience.” It sounds polite, but its so overused
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