25 Proven Tips to Boost Call Center Agent Satisfaction

Research shows the average contact center has an employee turnover rate of around 30%*.

Increasingly complex workflows and difficulties meeting quotas are driving many call center agents to look for other opportunities. 

But does call center work intrinsically cause stress? We’d argue that it doesn’t, and so would the many thousands of people who’ve made a successful career out of call center work. These call center veterans often rely on tips they’ve picked up over time so they can make their work work for them. 

We’ve compiled a list of 25 of these tips and tricks to help you support your team and boost productivity.

Key Takeaways: 

• Decrease stress and improve agents’ time management with proven methods like to-do lists, time-blocking, and automation.
• Train agents in de-escalation, objection handling, and clear communication to help them help customers. You can also provide call scripts with branching pathways to make difficult conversations easier.
• Equip agents with an AI-powered tool like CloudTalk that minimizes admin and offers tools to manage performance and spot burnout.

25 Tips for Agent Success at a Call Center

Here are 25 helpful tips you can use to improve performance and decrease stress, with explanations aimed directly at agents working in a call center.

#1 Create a To-Do List and Sort Tasks by Priority

It may sound unnecessary, but creating a to-do list to keep track of your tasks and goals can help you manage your time better. Here’s why: 

• You can see what you have to do that day — which tasks you can do in a flash and which will take more of your time and energy.
  
• You can sort your tasks by priority and get the most pressing matters out of the way first. This is especially useful if you’re feeling overwhelmed by the amount of work you have to do. It might not seem as daunting when you note it all down and put it in order.

Crossing out the tasks you’ve already finished gives you a boost of confidence and makes it easier to deal with the rest of your work.

#2 Don’t Multitask

Think multitasking will let you finish your daily tasks faster? Then think again. When doing several tasks at once, it’s difficult to properly focus on either task, and you’re also far more likely to make mistakes. 

It’s much better to focus on one task for a specific amount of time (like 30 minutes or an hour) and then move on to a completely different task, rather than attempt to do both at once. However, some productivity tools can help you with workload and time management and thus avoid multitasking.

If you haven’t read it yet, we recommend checking out the book The One Thing by Gary Keller.

#3 Take Notes While on Calls

Writing down your call notes after hanging up the phone seems logical, right? Wrong. If you write down your notes only after a call has ended, there’s a risk you might forget essential details mentioned during your conversation. It’s always better to take notes during calls. Here’s why: 

• It helps you remember all the details and suggestions given to the caller.
• It saves you time you would otherwise spend on ACW – just copy the notes you already took into your call log and you’re done. 

You can implement an online notepad like Editpad in your workflow for the note-taking tasks during the call. Or, you can use modern tools like automatic Call Transcription. This uses AI to automatically log each conversation, reducing admin and preventing key information from being missed.

#4 Don’t Tell a Customer You’re “New Here”

You may think both callers and management expect you to be a walking encyclopedia of answers to all possible questions and issues. But even veteran agents don’t know the answer to every question and sometimes need to ask for help. You can’t solve every problem and satisfy 100% of customers, as some things will be beyond your control. 

Rather than pretend you know the answer when you don’t (the caller will quickly notice), admit honestly that you can’t answer the question or issue but that you can contact someone who will know. Keep it simple and professional by saying something like, ‘I’ll just need to double-check that with my colleague and get back to you’.   

While it’s perfectly fine to tell a caller you don’t know the answer to a question or how to solve a given issue, you can’t justify it by saying that you were only recently hired. If you do, you might make the customer doubt your abilities to solve their issue, and they might ask to be transferred to a different agent. So even if you are a novice, avoid mentioning or implying it to a customer.

#5 Get To Know Your Calling Tools and Knowledge Base

Needing help with an unexpected issue or task you’re unfamiliar with is one thing, but during calls, you won’t have much time to ask a coworker for help with a tool or search through a knowledge base.

Avoid the stress of fumbling for product information or forgetting key steps in the phone system by investing time in mastering your phone tools and fully understanding the features and specifications of the products you offer. This not only builds your confidence but also leaves a lasting impression on callers with your expertise.

It’s the same as when you’re responding to emails: familiarize yourself with tools that help maintain a clean, organized inbox. By automating inbox management and sorting messages, you’ll spend less time on emails and provide better service — both in text and on calls.

#6 Write a Calling Script

Learning all there is about a product or system is important, but when you have to make several calls during the day, you still might get stuck. However, if you have a handy guide nearby, you can quickly get back on track.

Call scripts are incredibly helpful for anyone who has to make tons of calls every day.

Call scripts are especially convenient during hectic days or as guides for new agents just starting to learn the ropes, as having a pre-written dialogue can take a lot of stress off their shoulders. 

#7 Speak Slowly and Calmly

Customers can immediately sense an agent’s mood from the way they speak. You’ve surely had many situations when you called someone, and the person on the other end made you feel like you were a nuisance, right? What was your response to that? Didn’t you want to end the call as soon as possible? 

If the agent sounds frustrated or irritated, it makes the caller nervous as well. However, if agents speak in a natural and upbeat voice, the callers feel more at ease. Talking at a rapid pace can also frustrate the caller. For you, it may sound like you want to give them as much information as possible, but for the caller, it might seem like you want to end the call as soon as possible.

#8 Don’t Overpromise

When solving a customer’s issue, never leave them with an answer or solution that makes them upset or disappointed, as this might make them churn and seek another solution. 

Imagine a customer calls about a billing error on their account. Instead of simply saying, “Unfortunately, we can’t refund this charge,” which could frustrate them further, offer a solution that shows understanding and willingness to help. 

For example: “I understand this charge was unexpected. While we can’t issue a refund directly, I’ve applied a credit to your account for next month, and I’ll also escalate this to ensure it doesn’t happen again.” This approach addresses their concern, demonstrates care, and reduces the likelihood of them churning.

Before ending a call, make sure your customer is satisfied with the answer you gave them and that they don’t have any additional questions. If you’re following up, also inform them when you’ll call again.

#9 Put Callers on Hold

We get it: Customers don’t like being put on hold. But if it actually helps them get their problem solved faster, they’re much more likely to agree. If you need to ask a superior or coworker for advice or an explanation, don’t hesitate to put the customer on hold. But that also doesn’t mean you can leave them hanging! 

• First, ask your customers if they are willing to wait for a while on hold while you ask a coworker for help with their issues.
• If they agree, tell them (if you know) how long they will be put on hold for and that you will get back to them as soon as possible.
• After returning to the call, thank the customer for staying on hold.
• If a customer says they don’t want to stay on hold (if they are busy, for example), ask them if and when you can contact them later.

Customers prefer resolving their issues on the first call rather than having to make several. If that means they have to spend a bit more time on the line, most of them are okay with it.

#10 Learn How To Deal With Rude Customers

It’s one thing when a customer voices their dissatisfaction about a faulty product or service, but it’s entirely different when callers resort to offensive language or verbal abuse. 

What can you do in such a situation? One solution is to remind yourself that the customer isn’t angry at you, even if the insults seem to be directed at you. They’re mad at the software, at the company’s policies, or maybe because of something completely unrelated to the call. You just appeared conveniently in their way, so don’t let them get to you. Be polite, apologize for the inconvenience, and keep calm – even if you feel tempted to talk back.

Our tip on what to do after such an encounter? Take a break and give yourself time to calm down. You can vent to a coworker about the caller, do some stretching exercises, rest, or have a snack and cup of tea. If the caller was especially aggressive, report them to management.

#11 Use the Mute Button

Mute buttons are great for three things:

• Short pauses during a call when you don’t need to put the customer on hold
• Having a way to get an angry customer to vent their frustration without you having to listen to them
• Venting whenever you have an especially difficult customer

But as plenty of “mute button failure” stories can attest, trusting it too much might result in a pretty awkward situation. Double-check the mute button before venting to a colleague to make sure your caller won’t hear you. 

#12 Leverage Automation 

Besides answering or making calls, there are tons of smaller tasks you have to do every day. For example, updating your database, checking your metrics, writing emails, and whatever else is part of your ACW routine. But you don’t need to do all of that manually. 

There are plenty of automation tools on the market nowadays that can free up your time and let you focus on your customers. For example, CloudTalk offers several handy ways to automate some of your daily tasks and make your work life a bit easier, such as:

• Automatic Call Queuing: Sorts all incoming calls into different queues based on previously defined rules and are automatically directed to the right agent. 
• Call Recording – Automatically records all calls and stores them inside a database, where they can be accessed at any time.
• Call Notes – Lets you add comments to any call you want, either during or afterward. 
• Smart Dialer – Automatically compiles phone numbers into a list and lets you go through them one by one without dialing manually.

Call center tools can also help you save valuable minutes on your After-Call Work (ACW) tasks, which means you will have more time to help your callers.

#13 Analyze Your Calls

It takes a lot of practice to offer exceptional customer support. With each phone call you make, you will learn more and can use that knowledge to improve your skills for the next call. But when you make dozens of calls each day, remembering every detail from them is virtually impossible.

Fortunately, modern virtual call center software can automatically record calls so you can evaluate later and assess what worked and where things went off-track. You can also listen to successful calls from top performers to see proven strategies in action.

Cutting-edge technologies like Sentiment Analysis take this a step further, using AI to analyze speech patterns and subtle mood changes. This provides insights that allow you to understand which phrases trigger different responses. Monitor agent performance using Real-Time Dashboards as well as in-call to promote on-the-fly approach changes. This lets you flag recurring issues and shows you when calls aren’t going to plan so you can take remedial action like on-the-spot coaching.

#14 Ask for Help if You’re Stuck

We all have bad days when the work doesn’t go the way we want it to. On days like those, it can be difficult to engage with customers. 

Here’s a couple of easy questions that you can ask to find out what exactly is bothering a caller:

• Is something not clear to you?
• Do you need help using the phone system or other call center tools?
• Do you have a problem with filling in your paperwork?

Don’t hesitate to ask other coworkers for tips or help if you feel like you have too much on your plate. You don’t have to do everything on your own – accepting someone else’s help once in a while and helping others in return is what makes a great team.

#15 Smile When Talking on the Phone

Following on from the previous point – do you know a great way to make yourself sound cheerful when answering a call? Smiling while doing so! This might sound like a strange tip (smiling into a phone recorder?), but according to several studies, it does work.

Smiling changes your tone of voice for a more positive one, and your callers can hear it! 

You can test it out for yourself – try saying something with a smile and then say the same thing with a neutral expression. You’ll probably notice that your voice sounds more friendly and upbeat in the former case. Starting a call with a smile is a great way to set a positive tone for the whole conversation.

#16 Be Exceptionally Patient With Elderly People

Dealing with elderly customers’ phone calls comes with its own challenges. Firstly, it might be difficult for them to explain to you exactly what problem they have or what they want you to do for them, so you need to give them extra attention and ask them detailed questions. 

It might also take them longer to make decisions or respond to your questions. Stay patient, listen carefully, and ensure they have understood the instructions you gave them (you can suggest that they write them down) and are satisfied with the way the issue was handled.

#17 Admit to Your Mistakes and Don’t Be Shy About Apologizing

For some reason, plenty of people (and companies) seem to think that if they pretend they’re infallible and they never make mistakes, then customers will be more confident in their service or product. And quite often, that strategy backfires when a company tries to cover up a glaring mistake they made instead of simply apologizing to the customer. We are all humans who make mistakes, after all. 

So whether you made a mistake during a call with a client or made an error in your paperwork, admit to it and fix it. That will show you are taking responsibility for your actions and are willing to face the music if you mess up. And trust me, nothing makes a customer more impressed than when an agent can sincerely apologize to them for making a mistake.  

#18 Personalize Your Workspace

We spend around a third of our lives at work. What does your workspace look like? Do you have just a computer, a phone, and many office-related papers on your desk? If you sit at a dull, gray desk in a cluttered room for the whole day, it might be hard to remain upbeat, productive, and motivated. So why not turn your corner, cubicle, or room into something a bit more welcoming?

To brighten up your desk, you can add personal items like family photos, travel memorabilia, mascots, custom stickers, funny posters, plants, or any other stuff that makes your workstation a bit more of a cheerful place to spend time.

Of course, remember you are still at work – so cluttering your desk with trinkets or using beach photos isn’t the best idea. 

#19 Take a Break if You Need It

With so much happening during the day, you might have problems finding time for a short break – especially if you have a never-ending amount of calls and issues to solve. But you probably also noticed that your energy and productivity plummet if you spend hours in front of your screen or making call after call.

Whenever this happens, take a break! Having a short rest to step away from your screen and have a little walk can refresh your mind and let you get back to working at 100% again.

#20 Move Around

25% of Americans spend more than 8 hours a day sitting, and 44% say they don’t do any physical activity during the week. We all know that sitting for long periods is unhealthy – we have heard about it plenty of times already. 

Regularly going to the gym either before or after work is ideal, but this isn’t compatible with everybody’s lifestyle. Simple exercises like shoulder rolls and taking a walk to the water cooler might be more appropriate.

As an employer, you can also look into solutions like standing desks. These are designed to promote natural movement while calling and overcome the negative effects of seated workstations.

#21 Don’t Take Things Personally

Customers, especially aggravated ones, can say really hurtful things sometimes. They’re looking for a scapegoat, and the unlucky customer service agent who picks up their call usually faces the brunt of their anger. 

It’s important to remember that a frustrated customer isn’t actually frustrated with you. Rather, they’re frustrated by their situation — the product isn’t working correctly, or their delivery package is late. Reminding yourself of this fact will help you maintain your composure when dealing with angry customers.

#22 Practice Using Coping Mechanisms

Coping mechanisms can help you make it through even the toughest of weeks. Here are a few of our favorites: 

• Leverage mindfulness: Short breathing exercises are great during breaks or between calls. Methods like 4-7-8 where you inhale for 4 seconds, hold for 7, and exhale for 8 can reduce anxiety and encourage a sense of calm.
• Access emotional support resources: Leaders should provide mental wellbeing resources to promote a support-seeking culture. This encourages employees to take advantage of assistance programs and health counselors.
• Talk to somebody: Managers should work to create an environment where people feel comfortable communicating and achievement is rewarded. 

No matter what your preferred coping mechanism is, be sure to incorporate it into your daily routine. It’s the best way to avoid burnout as a call center agent.

#23 Be Kind to Yourself

Call center agents have to deal with stressful situations day in and day out. Admin overload, high quotas, and multitasking using outdated tools all contribute to making day-to-day processes more difficult than they need to be.

So if you feel like you need a break, take it. Your mental health matters a great deal, so always remember to be kind to yourself. 

#24 Meditate if You Can

Meditation has helped people recover and re-energize for millennia. When you work a stressful job in a call center, meditation can be key to keeping centered. If you’re able to find a quiet place at the office in which to meditate, more power to you. If you find you’re more comfortable meditating at home, that’s alright, too. 

Whatever the environment, routine meditation can help you become and remain the best version of yourself.

#25 Leave Work at the Office

Call center work is demanding work, so it’s important to leave it at the office. The time between clocking out in the evening and clocking in the morning is your own. Even if you’re working from home with a remote phone system – it still applies. Make the most of it by engaging in relaxing activities like cooking, reading, or running. Of course, everyone relaxes differently — just find out what works for you and make time for it.

59% of Contact Agents Are At Risk of Burnout*   

Based on recent studies, growing customer expectations and increasingly complex sales cycles are only set to exacerbate agent burnout. 

But that doesn’t mean call center work intrinsically has to be a nightmare. Leveraging the tips and tools in this article, you can better mitigate stress drivers and maintain productivity.

A powerful call center platform also makes this easier with calling features designed to save time, improve conversation quality, and manage performance.

CloudTalk leverages cutting-edge tools like Call Transcription to cut admin and Sentiment Analysis to help agents navigate difficult conversations, Meanwhile, Analytics lets you keep track of agent performance and spot the tell-tale signs of burnout.

Source

• TechRepublic. Call Center Statistics. 2024