Agent Experience

3 Things Call Center Agents Should Do on Every Call

The people speaking with your customers need to hit these three goal posts every single call, or your customers may feel neglected.

Source: Irina Griskova / iStock / Getty

When answering the phone in a customer support center, there can be a lot of balls in the air. Customer service agents are trying to solve customer problems quickly, while also making sure the customer is satisfied. They’re trying to pull up data, fix issues, and suggest solutions. They’re juggling refunds and taking down comments and offering suggestions. Things can quickly become chaotic and disorganized. Every single customer service call may be wildly different, but there are a few things that need to take place every single time a customer calls your business. Here are the three things call center agents should do on every call to ensure your customers feel heard and respected.

Thank the Customer for Calling

Is the call center agent tired? Likely. Has he or she been dealing with customers for hours? Probably. But every single customer deserves to be thanked. That person is someone who is keeping your company in business, and even if he or she is unhappy with a product or service, they deserve to be genuinely thanked for their time. Customers should be thanked at both the beginning and end of a phone call, no matter which direction the conversation went.


Are your customer service agents able to empathize with customers? Every single phone call should have at least one statement of empathy, but ideally, empathy is a feeling that flows throughout the interaction. It’s one of the most important traits a customer service agent can have, and it needs to be consistently expressed. Customers want to feel heard and understood. Practicing empathy is a must for customer service agents so that people don’t feel brushed off. Everyone likes to feel like others understand their opinions, and by expressing empathy, customer service agents can ensure the conversation stays productive and upbeat.

Create a Follow-Up Plan

What’s the next step from your phone call? Will the customer be receiving a refund within 48 hours, will you be calling back in three days to check in, or will they have a customer service survey in their e-mail inbox? Whatever the next step of customer interaction is, make sure it’s clearly laid out. Every single phone call should have some type of follow-up—even if it’s an automated e-mail—to ensure the customer’s needs were met. If customer service agents aren’t regularly securing feedback, they’ll never be able to improve or reach your company’s fullest potential.