Building rapport is one of the most powerful ways a contact center agent can create a positive impression and increase customer satisfaction. In fact, even a few well-chosen words can dramatically improve how a customer feels about an interaction, no matter how complex or frustrating their issue might be.
Rapport isn’t just about being friendly—it’s about earning trust, showing genuine empathy, and making the customer feel heard and valued. At SQM Group, our research consistently shows that strong agent rapport is linked to higher First Call Resolution (FCR) rates, improved Net Promoter Scores (NPS), and lower call escalation rates.
This blog will explore the best phrases agents can use to build rapport naturally and effectively. Whether you’re a frontline agent, a team leader, or a QA coach, these techniques can help foster stronger customer relationships—one conversation at a time.
Why Does Rapport Matter in Contact Centers?
Rapport is the foundation of a great customer experience. While metrics like Average Handle Time (AHT) and adherence are important, rapport is the human element that determines whether a customer leaves a call feeling respected, understood, and satisfied.
Strong rapport directly supports FCR, one of the most critical KPIs in the contact center industry. When customers feel comfortable and connected with an agent, they’re more likely to provide accurate information, follow instructions, and express appreciation—all of which contribute to resolving the issue on the first call.
In short, rapport isn’t just a “soft skill”—it’s a performance driver. The next sections will cover practical ways to build this connection, starting with the language and tone that can make all the difference.
What are the Foundations of Building Rapport?
Before diving into specific phrases, it’s important to understand the foundation of effective rapport-building in a contact center environment. Rapport doesn’t happen by accident—it’s built through consistent, intentional behaviors that make the customer feel seen, heard, and respected.
Here are four foundational practices that support rapport in every conversation:
1. Tone of Voice
Your words matter, but how you say them matters just as much, if not more. A calm, friendly, and confident tone helps set the stage for a productive conversation. Avoid sounding robotic or overly scripted—customers can sense when an agent is reading lines instead of speaking with authenticity.
2. Active Listening
Rapport starts with listening, not talking. Using verbal cues like “I see,” or “That makes sense,” signals to the customer that you’re engaged. Summarizing or paraphrasing what the customer says—especially when emotions are high—demonstrates empathy and understanding.
3. Personalization
Using the customer’s name, referencing past interactions, or tailoring your language to the situation helps personalize the experience. When customers feel like they’re speaking to a real person—not just an agent—they’re more likely to open up and work with you to resolve the issue.
4. Timing
Strategic moments in a call offer natural opportunities to build rapport. For example, while waiting for a system to load or searching for information, agents can ask a polite question, acknowledge a past concern, or offer reassurance. These small moments can leave a lasting impression.
By mastering these foundations, agents are better prepared to use the rapport-building phrases in the next section with confidence and authenticity.
What are the Best Rapport-Building Phrases?
Casual Personal Connection
Sometimes, rapport starts with small talk. A brief, friendly observation about the customer’s environment or past conversations can humanize the interaction and create a sense of comfort. These phrases help agents build a personal connection without being intrusive.
- “I heard a dog in the background—sounds like you’ve got a furry coworker! What breed is it?”
- “Sounds like you’re working from home today—I’ve been navigating that too. Definitely takes some getting used to, right?”
- “I picked up on some background noise—do you have little ones at home? It must be a lively household!”
- “That sounds like a fun vacation you mentioned earlier—where did you go?”
- “You’re calling from a new area code—are you traveling, or have you recently relocated?”
Empathy and Reassurance
Empathy is essential for calming frustration and making customers feel understood. The phrases below help validate the customer’s emotions while positioning the agent as a calm, capable ally in resolving the issue.
- “I completely get why this would be upsetting—let’s take care of it together.”
- “That definitely sounds frustrating. I’ll make sure we get this resolved as smoothly as possible.”
- “You’ve had to deal with quite a bit—I’m here now, and we’ll get things back on track.”
- “This doesn’t sound ideal at all—I appreciate you bringing it to our attention.”
- “It’s absolutely fair to be frustrated by this—I’ll do everything I can to turn this around for you.”
Acknowledging Specific Customer Situations
When customers explain a problem, acknowledging the details shows that the agent is actively listening and taking their concerns seriously. These phrases help agents personalize their responses and avoid sounding scripted or dismissive.
- “I see the internet issue’s been ongoing—that must be really disruptive. Let’s dig into it now.”
- “Thanks for flagging the damaged order—we’ll make this right as quickly as possible.”
- “Billing problems can be such a headache. Let me sort through the details for you.”
- “That definitely shouldn’t have happened—let’s see what we can do to correct it now.”
- “Let’s get this straightened out right away so you can get back to your day.”
Taking Ownership and Action
Customers want to feel confident that their issue is being handled. The following phrases reassure them that the agent is in control and committed to solving the problem, all while keeping them informed along the way.
- “I’ve got this handled for you, and I’ll keep you in the loop as we move forward.”
- “I’ll personally stay on top of this until we’ve found a resolution.”
- “I’m already working on it—just give me a moment while I confirm a few things.”
- “You don’t need to worry about the next steps—I’ve got everything covered.”
- “This is now in motion—I’ll make sure you’re updated with any changes.”
Friendly Closure and Follow-Up
The end of the call is just as important as the beginning. These phrases help agents wrap up the conversation warmly, reinforce that the issue has been addressed, and leave the customer with a positive final impression.
- “Really glad you reached out today—let’s get this wrapped up for you.”
- “Happy to be your point of contact on this. We’ll get everything squared away.”
- “Thanks for working through this with me—always happy to help.”
- “Let’s take care of this now so you can get back to enjoying your day.”
- “I appreciate you bringing this to our attention—we’ll make sure it’s addressed fully.”
Clear Communication and Confirmation
Clear, concise communication builds trust. These phrases help agents confirm understanding, summarize next steps, and ensure alignment before ending the call—helping prevent repeat contacts and boosting FCR.
- “So just to confirm, here’s what we’re going to do next: [ACTION]. Sound good?”
- “Let me quickly summarize what we’ve discussed and where we’re headed.”
- “Before we wrap up, is there anything else on your mind that I can assist with?”
- “Here’s a quick recap of what we’ve resolved and what’s coming next.”
- “To make sure I’ve got everything right—can we go over the steps together?”
Light Personal Chit-Chat (When Appropriate)
If the conversation allows, light personal touches can go a long way toward building rapport. Referencing a past conversation or commenting on something the customer shared can make the experience feel more human and memorable.
- “You mentioned a home reno project—how’s that coming along?”
- “Last time we spoke, you were getting a new pet—how are things going with them?”
- “I remember you were planning a big move—did everything go smoothly?”
- “Hope you had a great long weekend—do anything relaxing?”
- “You’ve got a great sense of humor—it’s been a pleasure chatting with you today!”
