16 Best Call Center Tips for Customer Services

Call and contact centers are evolving faster than ever. New technology and changing customer expectations mean yesterday’s winning strategy might not work today.

To stay competitive, companies need to deliver exceptional service consistently. From smarter hiring to better call handling, small strategic improvements can have a big impact.

In this post, you’ll learn 16 top call center tips for customer services to make every interaction count and positively impact your bottom line. We’ve split these into eight tips each for leaders and agents, so you can skip straight to the most relevant section.

8 Top Tips for Call and Contact Centers

Excellent customer service is more important than ever to maintain a competitive edge. So, it’s no surprise that improving customer experience (CX) is the top focus for 86% of support leaders.

With the right strategies, organizations can become more efficient and reduce call center turnover to keep buyers happier.

Apply these eight top tips to improve your call center operations:

1. Use Skills-Based Hiring, Not Resumes

Great customer service starts with skills-based hiring. The best call center agents don’t necessarily have tons of experience or a fancy resume. Instead, applicants can stand out for their strong communication skills and qualities like empathy and problem-solving.

Frontline reps with the right qualities can handle a range of interactions more efficiently. Hiring candidates with these essential soft skills also minimizes call center turnover rate, saving extra training and recruitment costs.

Our research suggests that highly skilled reps are 27 times less likely to attrit than those with fewer skills. Large enterprises use skills-based hiring to lower bad hire rates by 400%.

Here’s how to hire better-quality call center agents:

• Pre-hiring assessments use artificial intelligence (AI) models to evaluate soft skills alongside language fluency and response quality, ensuring a strong fit
• Open-ended chat simulations give candidates realistic job previews to gauge how they’ll handle real customer interactions
• Potential agents with strong interpersonal skills can shine even without call center customer service experience
• Recruiter dashboards centralize assessment scores for faster reviewing and high-volume hiring

If candidates prove they can do the job when applying, they’re more likely to stay in the role long-term and deliver better service.

2. Provide a Knowledge Base to Speed Up Responses

A knowledge base is a centralized online resource that helps agents and customers quickly find FAQ answers, troubleshooting steps, and company policy information.

When customer service agents have a reliable source of information, they can respond faster and with confidence. A well-maintained knowledge base minimizes training time and ensures consistent, accurate answers.

Customers can use these tools to diagnose their problems before contacting support. According to Gartner, 28% of consumers won’t reach out at all if they can’t find these self-service options.

Create a knowledge base by compiling all product information into a structured online system. Here are four tips to make it even more useful:

• Organize content into clear categories with a search function for usability
• Document real customer issues and best responses for quick reference
• Use a mix of text, videos, and step-by-step guides for better accessibility
• Keep information up to date with regular reviews and assigned content owners

If call center agents know where to find answers, they’ll solve customer problems faster and escalate fewer issues.

3. Optimize Wait Times with Smart Call Routing

Smart call routing connects customers with the right department as quickly as possible. This automated process decreases wait times and improves resolution speed. It also prevents customers from being bounced between teams and getting frustrated.

For example, interactive voice response (IVR) software can answer incoming calls and let customers share more details about their inquiries.

The IVR greets customers with a set of options. After customers make a selection, the technology answers a question or routes them to the right agent.

Here’s how it works:

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Agents also benefit from this process. Routing balances team members’ workloads more evenly to prevent burnout. It also presents them with calls they’re best equipped to handle, increasing service quality.

Here are four more tips to improve call center wait times:

• Offer self-service options for simple customer inquiries to reduce call volume
• Analyze call data to identify peak times and adjust staffing accordingly
• Set up call-back options so customers don’t have to wait on hold
• Use automated queue updates to keep waiting callers informed about times

Connect callers to the team best suited to solve a problem first-time to ease pressure on both sides.

4. Use Metrics and Feedback to Monitor and Improve Call Quality

Quality monitoring reviews agent interactions through live inbound calls, recordings, and customer feedback. This process ensures every conversation meets clarity and problem-resolution standards with professionalism.

Consistent monitoring helps managers spot where each agent excels and where to improve. Addressing inconsistencies leads to higher-quality interactions and stronger team performance.

For example, recordings may pinpoint a rep struggling to defuse angry customers. With this insight, leaders can arrange one-to-one coaching in conflict resolution.

Set clear key performance indicators (KPIs) and ask agents for their input to make this process more effective. Here’s how:

• Track crucial metrics like first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT) scores to see how they improve
• Create a quality assurance (QA) framework with scorecards to measure agent performance consistently
• Use call recordings and AI-powered analysis to identify trends and coaching opportunities
• Provide constructive support through targeted solo and team training sessions

When frontline employees know where to improve, they can refine their skills and deliver better customer service.

5. Invest in Comprehensive Training for Happy Customers and Agents

Comprehensive training equips agents with the knowledge and confidence to handle challenges. Beyond onboarding, this includes upskilling and reskilling initiatives to help them do better on the job and in their careers.

For example, the right AI-powered training assessments can improve soft skills by 20%. These tests map where each help agent could upskill and track how they progress.

Well-trained agents resolve issues faster and provide better service with confidence. Ongoing learning also prevents turnover by keeping employees engaged and prepared for evolving customer needs.

According to PwC research, 77% of workers are ready to adapt to new working methods. Some 72% are also excited about learning and career growth opportunities.

Here are four ways to strengthen agent training by making it continuous and practical:

• Combine initial onboarding with ongoing coaching and refresher courses
• Use real customer interactions in training programs to build problem-solving skills
• Offer role-playing exercises to help reps handle difficult conversations
• Leverage online tools and microlearning sessions for flexible, self-paced training

When agents feel prepared and supported, they’re more likely to stay motivated and do a better job.

6. Reduce Agent Burnout to Lower Attrition

Burned-out agents struggle to provide good service, which leads to unhappy customers and higher attrition rates. Implementing strategies to alleviate pressure and balance workloads can also lower attrition.

Agent burnout happens when tasks, stress, and emotional strain become overwhelming. Employees can feel fatigued and disengaged, making them more likely to leave their roles.

On the flip side, companies that manage agent workloads and support their well-being often deliver better CXs.

It’s also crucial to keep an eye on high-performing team members. One study suggests that more engaged call center agents are usually more burned out. Creating a healthier, more balanced work environment can improve performance and job satisfaction as well as retention.

Here are five ways call center managers can prevent burnout:

• Monitor workloads (especially in omnichannel contact centers) and adjust staffing to prevent excessive stress
• Encourage breaks and mental health support to help reps recharge
• Provide tools and AI assistance to minimize repetitive, frustrating tasks
• Recognize and reward exceptional customer service to keep morale high
• Promote open communication and collaboration to mitigate isolation and stress

Happy agents are more productive and invested, capable of going above and beyond for customers.

7. Act on Customer Feedback to Encourage Loyalty

Call centers can receive or ask for customer feedback through surveys, reviews, and call transcripts. These direct insights show what’s working and what needs improvement in operations.

Customer service teams can use feedback to identify patterns that help them refine agent training and enhance CX. Collecting and acting on issues helps continually improve agent performance and service quality. On the other hand, ignoring feedback leads to recurring problems and dissatisfied customers.

Contact centers collect these insights in many ways. Call Centre Helper research shows that almost 44% send post-contact surveys after every interaction—comparing it to a spam approach. On the other hand, 19.5% don’t bother at all (likely gathering information through other means).

Companies can turn customer feedback into actionable improvements with four steps:

• Analyze reviews and complaints across websites (including social media) to identify and address recurring service gaps
• Use sentiment analysis tools to track and align with satisfaction trends along the customer journey
• Close the loop by sharing feedback with agents and implementing changes
• Tell customers about improvements to show commitment to better service

When feedback turns into meaningful action, customers feel heard and can grow more loyal over time.

8. Use AI and Automation to Enhance Human Support

AI call center software like chatbots and predictive analytics can improve efficiency by assisting agents and personalizing interactions. However, the key lies in using automation to enhance human customer support—not replace it—so service doesn’t feel robotic.

For example, an AI-powered CRM can recognize a phone number and retrieve past interactions. Then, it will equip agents with relevant customer data for faster, more personalized support.

Using this technology strategically can speed up resolutions and reduce agent workload. But over-relying on it can annoy customers. 

In fact, UJET research suggests that 80% get frustrated with chatbots. And consumers’ top worry about AI is that reaching a human rep will become difficult.

The best AI solutions should work alongside team members to provide better service. Here’s how to implement AI without losing the human touch:

• Let AI bots handle simple queries while agents solve more complex issues
• Use predictive analytics to anticipate customer needs and personalize responses
• Help agents with AI-driven real-time customer query insights and suggested replies
• Ensure customers can always reach a rep when needed to avoid frustration

When AI supports human interaction, service feels faster and more effortless for both customers and agents.

8 Crucial Tips for Call Center Agents

Even with all of the digital channels available, customers still rely on call centers. The same UJET study suggests that 54% feel live phone calls typically provide the fastest resolution and best CX. So, agents have crucial roles in creating positive experiences.

Even the most challenging interactions can become loyalty-building opportunities with the right skills and strategies.

Here are eight top customer service tips for call and contact center agents:

1. Stay Positive and Friendly to Encourage Cooperation

An agent’s tone and attitude set the stage for the entire conversation. A warm and professional approach can ease tension and lead to faster resolutions. It’s so essential that the Call Centre Helper research reports that “advisor empathy” is the top attribute contact center leaders measure.

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A friendly, upbeat tone reassures customers the company is there to help. Even if agents don’t have an immediate solution, patience and kindness can turn a negative interaction into a positive one.

Here are four tips to stay friendly and create better customer experiences:

• Greet callers warmly with a personal introduction to build rapport right away
• Use a calm, empathetic tone when the customer is upset (matching their frustration makes things worse)
• Avoid sounding robotic by speaking enthusiastically (even when reading a script)
• End every call on a positive note by summarizing the next steps and thanking the caller for their time

A little warmth goes a long way. Customers are more likely to be patient and cooperative when they feel valued.

2. Practice Active Listening to De-Escalate Frustration

Active listening means fully focusing on the customer while understanding their issue and responding thoughtfully. Instead of just hearing, it’s about making customers feel heard.

Let’s consider a customer who calls to complain, “I’ve been charged twice for my order.” An agent can demonstrate active listening by responding:

“I understand you were charged twice for the same order. Let me fix that for you right away.”

Repeating key points back confirms understanding and reassures customers that their issue matters. This simple process can de-escalate frustration and lead to faster resolutions.

Agents can improve active listening with four simple techniques:

• Give customers full attention by avoiding distractions and letting them finish speaking each time
• Use verbal cues like “I see what you mean” or “That sounds frustrating” to show empathy and engagement
• Paraphrase and repeat key details to confirm correct understanding of the issue
• Ask questions to clarify all the details before offering a solution

When customers feel agents truly listen, they’re more likely to trust your guidance and be satisfied with the service (even if the issue takes time to resolve).

3. Keep Calm Under Pressure

Call center work can be stressful, especially when dealing with impatient or difficult customers. Staying composed and professional in every situation leads to smoother resolutions.

Let’s say a caller is upset about a logging-in issue. An agent can reassure them with a calm, steady tone to reduce tension and guide the conversation toward a solution.

This works because customers often subconsciously begin to mirror agents’ tones. Being patient and collected helps defuse frustration and keeps the interaction productive.

Agents can maintain composure in challenging situations with these four strategies:

• Take a deep breath before responding to avoid reacting emotionally
• Speak slowly using a calm voice to subtly encourage the customer to do the same
• Don’t take frustration personally and focus on solving the problem
• Rely on a go-to de-escalation phrase like “I understand how frustrating this is”

A calm, respectful approach can turn a heated conversation into a productive one.

4. Personalize Every Customer Service Interaction

Customers don’t want to feel like just another ticket number. Small personal touches (e.g., using the caller’s name) make the conversation feel more human and build trust.

According to Zendesk research, 76% of customers now expect personalization. Multiple studies have shown that it even influences how people choose brands and how much they spend with them.

This is not surprising. Tailored service reassures customers that companies value them, making them more likely to keep buying. 

And more data backs this up. Deloitte reports that companies excelling in personalization are 71% more likely to see increased customer loyalty and 48% more likely to exceed revenue goals.

Agents can make interactions feel more personal with three simple tips:

• Reference past conversations or insights when possible to show care and concern for each customer
• Adapt tone and speaking pace to match the caller’s mood and make the chat feel more natural
• Add personality to scripted responses (e.g., responding to what they’ve said they’re doing today) so replies feel more genuine

Make each customer feel like an individual, not just another caller. A little customization makes interactions smoother and can strengthen brand loyalty.

5. Communicate Clearly and Confidently to Avoid Confusion

Customers rely on agents to guide them through issues, making clear and confident communication essential. Speaking too fast, using jargon, or over-explaining can confuse people.

For example, “I’ll escalate this to the appropriate department for further evaluation” feels vague. A better approach would be:

“I’ll connect you with our billing team. They’ll be able to fix this right now.”

When agents communicate clearly, callers are reassured and more likely to follow guidance. A confident tone also builds trust, making them feel like they’re in good hands.

Ensure direct, effective communication with these four tips:

• Use simple, straightforward language and avoid jargon or technical terms
• Speak at a steady pace so customers can easily follow along
• Summarize key points and lay out the next steps before ending the call
• Check for understanding by asking, “Does that make sense?” or “Would you like me to clarify anything?”

A confident, straightforward approach ensures customers fully understand any solution.

6. Be Solution-Oriented (Don’t Rely on a Script)

Customers don’t just want sympathy. They want someone to solve their problems. Being solution-oriented means focusing on the best resolution instead of simply following a script.

Let’s say a customer’s order is delayed. Instead of just apologizing, an agent could say:

“I see the delay. I can offer a refund or expedite a replacement. Which would you prefer?”

A proactive mindset reassures customers of the company’s commitment to helping them (even if the solution isn’t immediate).

Keep calls productive with these three techniques:

• Listen carefully first to understand the issue thoroughly before jumping into a response
• Offer clear and specific next steps (instead of vague assurances) and set expectations if the problem needs more time (e.g., “I’ll follow up with you by Tuesday”)
• If one solution doesn’t work, think creatively and offer alternatives

A solution-first approach makes customers feel valued and confident in the company’s ability to help.

7. Know Products and Services Inside Out

In-depth knowledge allows reps to answer questions quickly, troubleshoot effectively, and provide accurate solutions. Which leads to a smoother experience for both employees and customers.

Customers expect agents to be experts on the company’s products and services. When frontline workers hesitate or sound unsure, callers may lose confidence in support quality (and perhaps the brand).

For example, an agent should confidently walk a customer through fixing a tech issue instead of putting them on hold to ask someone else.

Outside training, agents can boost product knowledge with four steps:

• Use the company’s products first-hand if possible—real experience makes explaining processes easier
• Review product updates and FAQs regularly to stay informed on changes
• Find out how other agents resolved complex issues for future reference
• Ask managers or senior agents for guidance on any information that’s unclear

The more confident agents are in their product and service knowledge, the faster and more effectively they can help customers.

8. Follow Up When Necessary

A well-timed follow-up can turn a potentially negative experience into a positive one. For example, a quick call or email updating the customer on their issue’s status (before they ask) shows proactiveness and builds trust.

Agents can’t always resolve issues in one call. However, SQM research suggests that 40% of customers will defect to other companies when it doesn’t happen the first time. Following up demonstrates that customer concerns matter and the team is actively working on the problem.

Make follow-ups smooth and meaningful with these four steps:

• Add a personal touch to build customer relationships (e.g., mention details from the last conversation)
• If an issue will take time to fix, set expectations and let the customer know when they can expect an update
• Get in touch within the promised timeframe to maintain trust (even if it’s just to say the team is still working on it)
• Check in to see if they need any further assistance so no one is left waiting without answers

A simple follow-up can turn a frustrated customer into a loyal one by making them feel valued and supported.

Wrapping Up Call Center Tips for Customer Services

Improving customer service relies on the right processes and people behind them. Call centers that hire skilled agents, invest in training, and optimize processes become environments where great service is the norm.

At the same time, agents who communicate clearly and stay solution-focused while personalizing interactions will naturally create positive experiences.
Minor improvements in call center operations and individual interactions can make a big difference in improving service quality to keep customers coming back.

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Image Credits

Feature Image: Via Unsplash/CDC

Image 1: Property of HiringBranch. Not to be reproduced without permission.

Image 2: Via Zendesk

Image 3: Property of HiringBranch. Not to be reproduced without permission.

Image 4: Via Call Centre Helper

Image 5: Via Gartner

Image 6: Via Call Centre Helper

Image 7: Via Zoom

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