Anyone here working in a call center?

Well, if a customer is asking to speak with a supervisor and you're sure that you can handle his concern you can say: I am a seasoned agent and i am sure I can assist you with your concern.

Hi angelbelle! Keep practicing until you master the art of positive scripting. Avoid flowery words as your AHT might suffer. Be direct. When transferring, use the word "connect" instead of "transfer" Transferring a customer to a supervisor depends on some degrees. 1. If the customer seems to be just confirming something or verifying/looking for a second opinion, try to de-escalate. Own the call first and see if you can pacify the customer. "Mr. Smith, my supervisor is currently attending a call, why don't we discuss your issue and I'll do my best to get it resolved immediately." 2. If the customer is somewhat irate and wants to report an agent or an incident, share your empathy; make the customer feel you are on his side and again, try to de-escalate. "If I were in your position Mr. Smith, I would surely feel the same way and because of that I would love to resolve this matter for you." 3. If the customer is super irate to the point that you feel you are losing his business, escalate immediately and politely. "I'll get my supervisor for you Mr. Smith, kindly stay on the line while I connect the call" Deliver your lines very politely yet possess that attitude of speaking firmly where your customers feel you sound as good and as confident as how a supervisor should be. Rule of the thumb, OWN YOUR CALL. If you receive it, then it's yours. Make every call an opportunity to win customers

You should ask your employer that question.

I have never worked in a call center.. But you should ask your manager or supervisor on what to say. I know that a LOT of call centers, such as collection agencies and whatnot, will give you a very defined list of things to say in certain circumstances. For example, collections call center folks will usually say something on the lines of "This call will me monitored for quality assurance and accuracy..." or something like that. You should see what your supervisor has to say.

I will transfer you to a supervisor. Unfortunately all our supervisors are (busy at the moment, tied up, servicing other clients, on hold, etc.) In the meantime while we are holding can I possibly help you? I certainly will get a supervisor on the line. While we are waiting _______ (discuss their issue or) I would like very much to help as well, if I could.