New Call Center Agents Should Keep These 7 Tips in Mind

Take notes: Be ready to take notes when customers describe their issues or concerns to avoid missing out on important details. These notes serve as a handy reference when transferring questions to SMEs or conveying details to others when you need help finding a solution. Additionally, you can record specific information on the platform used by your organization to reference later. These platforms may include Customer Relationship Management (CRM), ticketing software, knowledge management platform, and more.  

Actively listen to your customers' concerns: Before providing follow-up steps, take the time to carefully listen to your customers' concerns to help you gain a thorough understanding of their situation. By actively listening, you can avoid missing out on critical details that will help you solve your customer’s problem. 

Address your customers by their names: Screen pops can instantly display customer information, including their names. Take advantage of this feature and address customers by their names to build rapport and make the conversation more personal. If you aren’t using screen pops, feel free to ask for their name and use it throughout the conversation. Building a relationship goes both ways, so you may want to introduce your name, too! 

Analyze previous calls: Some call centers may have call recording integrated into their call center. Take advantage of previous call recordings and use them as a learning tool to analyze your skills and identify areas for improvement. Until you listen in on your calls from a different perspective, you can't truly know whether you are doing well or need improvement. 

Maximize your break times: Call centers can get extremely busy, so you might find yourself wanting to skip or shorten your break time. Don't! Breaks can help you feel more relaxed and rested, and as a result, you can improve the quality of how you deliver your customer service! Being sedentary for an extended amount of time is extremely unhealthy, so maximize your breaks by taking a moment to move around, getting a cup of coffee, stretching...  

Utilize call scripts: Since you may be interacting with customers continuously, call scripts are helpful to ensure you are consistently delivering quality customer service. Having call scripts right in front of you can help you share the right information when you're in doubt, resulting in increased customer satisfaction. This information may include product information or policies or internal information that can help you provide better service to your customers. 

End the call with reassurance: Customers are often looking for a solution when they contact customer support. When it is not possible to immediately resolve their issues, end the call with reassurance that their questions and concerns will be taken care of once you have additional information available. Lastly, make sure to end the call with a follow-up question. For example, you could ask, “Is there anything else I can help you with today?”. By asking a follow-up question, you can ensure all their concerns have been addressed.