Essential Do’s and Don’ts Every Call Center Agent Must Follow

Working as a call center agent is both demanding and impactful. Every interaction has the potential to create a loyal customer or lose a business opportunity, whether it is about handling customer inquiries or resolving issues. The way agents respond to these situations can make all the difference.

Regardless of the size of the call center team, success starts with proper training. Effective call center training is a continuous process. Agents need to be equipped to handle both inbound and outbound calls, as each comes with its unique challenges. To be more specific, inbound calls often focus on providing support and resolving complaints, while outbound calls are more about driving sales and promoting the business.

To help agents excel, here’s a comprehensive list of do’s and don’ts for call interactions.

Do’s for Call Center Agents

→ Master the Company’s Products and Services

A thorough understanding of the company’s offerings enables agents to resolve queries or promote products with ease, which in turn helps build credibility and trust with customers. This can enhance the customer’s experience while also boosting the agent’s confidence.

→ Value Customer Identity

Customers often dislike repeating their details on every call. This is where using customer service software, like Exotel, comes in handy. It provides agents with a unified dashboard that displays all previous conversations with a customer in one place. Before making a call, agents can quickly glance at past interactions to get up to speed on the customer’s current situation. This can save time, boost agent productivity, and ensure seamless interactions. 

→ Adopt Two-Way Communication

Effective communication begins with active listening. Your agents must allow customers to express themselves fully before responding. They need to avoid interruptions, listen attentively, and respond thoughtfully. This approach, coupled with strong communication skills, can ensure the conversation flows naturally and meets customer needs effectively.

→ Prioritise Customer Needs Over Selling

Pushy sales tactics often alienate customers. Instead, agents can focus on understanding their requirements and empathise with their situation. Building trust by prioritising customer needs creates lasting relationships. Satisfied customers are more likely to return for support and even consider your product when it aligns with their needs.

→ Ensure End-to-End Issue Resolution

Agents can go beyond the standard first-call resolution to identify and address the root cause of problems. Preventing recurring issues and avoiding unnecessary call transfers improves the overall customer experience and fosters loyalty. It also demonstrates a commitment to customer satisfaction.

→ Learn from Successful Agents

New or underperforming agents can observe other high-performing peers to improve their skills. They can listen to how the best performers handle calls, address customer concerns, and manage difficult interactions. Incorporating their techniques into individual approaches can enhance performance and efficiency.

Don’ts for Call Center Agents

→ Don’t Lose Patience

Prospects or customers often have difficult temperaments, including rude responses, slammed phones, or complaints during inbound calls. While these interactions can be demoralizing, responding with frustration or anger can only worsen the situation. Instead, agents need to maintain composure and professionalism. 

For instance, one can escalate the issue to the supervisor if a customer crosses a line with abusive language. A bad interaction today might cost a future opportunity, which is why it is important to leave a positive impression.

→ Don’t Stick to the Script Blindly

While scripts can provide accurate information, relying on them word-for-word can make agents sound robotic. This is where agents need to use the script as a guide rather than a crutch. They need to deliver the information customers seek in a natural manner, adapting to the flow of the conversation. This approach can build trust with customers and show genuine engagement.

→ Don’t Keep Customers on Hold Too Long

Longer hold times are a major source of frustration for customers. To avoid that, agents must keep the conversation going while searching for the required information instead of putting the caller on hold. This demonstrates the agent is actively working on their issue. Attention and responsiveness can help earn favorable feedback and maintain a positive experience.

→ Don’t Over-Rely on Supervisors

Frequently escalating calls to supervisors can signal a lack of confidence or knowledge. This may also erode trust from customers and team. Supervisors may also lose faith in the agent’s abilities over time. This is where agents need to aim to resolve as much as possible on their own. 

However, if the customer specifically requests a manager, or if the issue is beyond your authority, they need not hesitate to involve the supervisor. A well-trained agent should be able to provide the same quality of answers as their manager.

1. Avoid Saying, “I Don’t Know”

If an agent admits that he does not know something, it is fine. However, phrasing it poorly can damage the customer’s confidence in the agent. Instead, the agent can acknowledge the concern and assure them that he/she is working on finding the required answer. A confident and proactive approach creates a positive impression for the long term.

Conclusion

Call center agents need to focus on becoming well-rounded professionals who exceed expectations. They can consistently deliver high-quality results that benefit customers and organizations with the right mindset and preparation.

Exotel’s omni-channel contact centre solution equips agents with a complete view of customer interactions across multiple channels. Advanced tools like agent assist, sentiment analysis, and conversation quality analysis further empower agents to deliver a superior customer experience, ensuring that service quality remains high, regardless of where the agent is located.