English phone call phrases: what to say, and how to practise before the real call

Starting the call

English calls almost always begin by introducing yourself: “Hello, this is (name).” Then give the reason: “I’m calling about…” or “I’m calling to…”. This tells the other person what to expect, which makes it easier to follow you.

Holding, transferring and leaving a message

“Hold” means wait, and “put you through” means connect you. You will hear these a lot, so recognise them even if you never say them.

When you do not understand

This is the part learners fear most. Say it early, without apologising too much. Asking to repeat is normal and expected on a call.

• “Sorry, could you repeat that, please?”
• “Could you speak a little more slowly?”
• “Could you spell that for me?” then write it down.
• “Let me check I’ve got that: …” then repeat it back.
• “I didn’t catch the last part.” pinpoints what you missed.

Numbers, dates and spelling

• Teen vs ty numbers: “fifteen” and “fifty” sound close on a line. Confirm: “Fifteen, one-five?”
• Phone numbers are said digit by digit, in groups. “Oh” and “zero” both mean 0.
• Letters: use clear words if needed: “B as in Bravo”, “M as in Mike”.
• Dates: say the day and month, and repeat them back: “Thursday the 14th, at 3 p.m.”

Two sample calls

How to practise

1. Write a one-line reason for your call before you dial: “I’m calling to change my appointment.”
2. Say the two dialogues aloud, playing both roles, until the repair phrases feel automatic.
3. Practise numbers: say five phone numbers and five dates out loud, then check by writing them.
4. Role-play a real call. Our role-play topics and small talk guide give you scenarios, and an AI tutor lets you rehearse with no one waiting on the line.