Every agent gets the question they cannot answer. For a new hire it can happen several times a shift. The customer asks about a policy, a product detail or a system you have not used yet, and your mind goes blank.
The instinct is to fill the silence with a guess. Resist it. A wrong answer causes a second call, a complaint or a refund. An honest "let me check" costs ten seconds and often builds trust.
This guide gives you the lines, the routine and a way to practise them.
The routine in four moves
- Say you will check. Do not hide the gap.
- Tell them what you are doing and for how long.
- Find the answer or the person who has it.
- Return and confirm that you have answered what they asked.
Each move has a short phrase you can learn.
Move 1: Say you will check
- "I want to give you the right answer, so let me check that."
- "I'm not certain about that, and I don't want to guess. Give me a moment to look it up."
- "That's a good question. Let me find out for you."
Avoid: "I don't know." On its own it ends the call. Add the next step: "I don't know yet, and I'll find out."
Move 2: Tell them what you are doing
Customers get anxious in silence because they cannot tell whether you have gone or are working.
- "I'm searching our guidance now. This will take about a minute."
- "I'm going to ask a colleague who handles these cases. I'll be back in two minutes."
- "I'll stay on the line while I look. If you'd prefer, I can call you back."
Giving a number matters. "A minute" is something people can wait for. "A moment" is not.
Move 3: Find the answer
What to do while the customer waits:
- Search the knowledge base with the customer's own words, then with synonyms.
- Ask your mentor or lead using a short message: "Customer asks whether X is covered under Y. Where do I check?"
- Check the exact policy, not a version you remember. Policies change.
- Write the answer down so that you can say it clearly.
If your search takes longer than you said, return and say so: "I'm still looking. It's taking longer than I thought. Would you like to hold, or shall I call you back?"
Move 4: Return and confirm
- "Thank you for waiting. I've confirmed that [answer]."
- "Does that answer your question?"
- "I'll also send you this by email so you have it in writing."
If there is no answer, say so honestly: "I couldn't confirm that today. I've passed it to the right team and I'll call you by Friday." Then put a note on the account and keep the promise.
Phrases for specific situations
You do not know, but someone else will: "That's handled by our billing team. I'll connect you, and I'll tell them what we've discussed so you don't repeat yourself."
You know part of it: "I can tell you the first part now. The second part I need to confirm, and I'll come back to it."
The customer is impatient: "I know you want a quick answer. I'd rather be accurate than quick, and I'll be as fast as I can."
The customer asks for your opinion: "I can tell you what the policy says. I can't promise how the team will decide, but I'll make sure your case is described clearly."
What not to do
- Don't guess. Even "I think so" becomes a promise in the customer's memory.
- Don't go silent. Always say what is happening.
- Don't overpromise. "Definitely yes" is risky if you have not checked.
- Don't blame. "Nobody told me" does not help the customer.
- Don't forget to return. If you said two minutes, come back at two minutes.
Turn gaps into learning
Every question you could not answer is a map of what to learn. Keep a small list.
- Date and call type
- The question
- The answer you found
- Where you found it
After a week you will have a personal cheat sheet. Review it with your lead. Patterns appear quickly: the same three questions come up again and again.
How to practise
The words are simple. The hard part is saying them calmly when your mind is blank. That needs spoken repetition.
Try this five-minute drill:
- Write three questions that could catch you out on your account.
- For each, say aloud: "I want to give you the right answer. Let me check that. It will take about a minute."
- Imagine the return: "Thank you for waiting. I've confirmed that..."
- Do it with an impatient tone in your head.
For a voice that interrupts and pushes, use a practice call. In DIRI AI you can speak to an AI customer who asks something you cannot answer and watch what you say. The report afterwards shows a moment to fix and a better way to say it.
If you are in a job interview
Interviewers often ask a question they know you cannot answer on purpose. They want to see whether you bluff. The best response is the routine above, in miniature: "I don't want to guess. I'd check with the team and call you back this afternoon." See call centre interview role-play questions.
Related: Your first week on the phones, Handling silence on phone calls, Handle customer complaints on the phone.
FAQ
Is it unprofessional to say I do not know?
Not if you add what you will do next. Saying you will check shows care for accuracy.
How long can I leave a customer on hold?
Follow your company's rule. Many teams set a limit and ask you to check back with the customer regularly.
What if my lead is busy and I cannot get help?
Search the knowledge base, note the question and offer a callback. Do not guess.
What if the customer says "You should know this"?
"You're right to expect an accurate answer. I'm making sure that's what you get."
Practise the pause
DIRI AI is an AI phone-call practice tool with an AI customer that is clearly labelled as AI. It does not replace training on your own systems, but it lets you rehearse the words. See the pricing page for the plans.