Agent Experience

5 No-Nos of Working in a Call Center

Make sure your customer service agents are avoiding these mistakes in order to best help your clients.

Source: Tyler Olson / shutterstock

It takes a particular type of person to thrive as a call center agent. But even the best agents slip up and make mistakes now and then. Here are five no-nos that the people answering your company’s phones should try to avoid at all cost.

Showing Frustration With a Customer

Can customers be ridiculously frustrating? Absolutely. But it’s literally a customer service agent’s job to serve the customer. Never let them see you sweat—and never let them steal your cool, either. The only thing worse than an angry customer is an angry customer after confronted with a crabby call center agent.

Lying or Omitting the Truth

If you can’t give someone a refund, you can’t give them a refund. But if you can, and you’re simply not going to, never lie and say you “can’t.” It will bite you later when he or she hears a different answer from someone else. Always be as upfront and transparent as possible.

Sounding Unengaged

Call center agents often spend their days answering similar questions. But each time a customer is spoken to, the company employee should sound delighted to be speaking with them. At the very least, a call center agent should never sound distracted, or like he or she is wishing the answer to this question didn’t need to be said twelve times a day. Remember that body language goes a long way—even something as simple as sitting up straight can help a call center agent sound more motivated.

Telling a Customer to Just Visit the Website

People are likely calling your company because they couldn’t find the answer they were looking for on a website. Also, some of your clients simply aren’t tech-savvy! Having a call center agent simply tell someone calling to look up the answer on your company website is rude and will turn customers off instantly.

Bouncing Customers From Agent to Agent

Sometimes, a customer needs to be bumped up the chain in order to get a clearer answer to his or her question or to get a solution you aren’t qualified to give. But just passing a customer along because you’re getting annoyed with them and want them to be someone else’s problem is never okay. It’s frustrating for both the customer and the next agent who will need to deal with him or her! Call center agents should try as hard as they can to solve the problem themselves.