5 Mistakes Call Center Agents Must Avoid While Attending Inbound Calls

call center

SJ (VP of Customer Engagement)

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The most important tool of the century is the telephone for making or receiving calls for a lot of purposes. Especially when we use the telephone for professional purposes at the call center, there are certain protocols that we follow as a mandate.  

Since telephones are a link that connects call center agents and customers who cannot see each other. The agent’s ability to handle the customer’s queries and provide the relevant solutions that can make the customer’s day. 

Sometimes, call center agents do get numerous calls in a day and by the end of the day, their hectic voice and exhausted tone reflect in their speech delivery. They get rude, and just make the customer feel that they are not important which makes the call went vague.  

Due to all of this, call center agents make repulsive mistakes that should be avoided and do not make the customer feel unimportant. 

Let us see which five mistakes by call center agents should be taken care of while attending inbound calls. 

  • Calls on hold without informing the customer

Knowing the value of time is important for everyone – be it the customer or you.

If the customer calls you for getting his queries to be solved, then it becomes requisite to give him each & every information. This includes how much time will you take providing him relevant information he has enquired about or whether you are going to put his call on hold.

If the holding time requires more time, then the call center agent should tell him clearly that “sir/ ma’am, please wait for some time – we are trying to resolve your query asap”, etc.

Always ask the customer whether to put their call on hold for a while or so.

  • Ask to connect with floor manager/ supervisor

Most of the fresher call center agents get confused if they get trapped with the customer who is sneaky and yelling at the agent for not providing expected services.

In such cases, the agents ask them if they can pass on their call to their manager or supervisor who are more efficient in solving the query.

NEVER do that thing ever! Especially, the exasperated customer would have nothing to do whether you know the solution or not. He is simply asking for relevant information. 

You can take your manager’s help but be on the call and be a soft-spoken to the customer.  

  • Long call queues

Waiting is always a monotonous and uninterested thing to do for everyone. Similarly, if the customer is unable to connect with the call center agent then chances are high he/ she will automatically get pestered with long waiting queues.

If you want to deliver an overwhelming experience to the customer, your resources should be plenty and your representatives should apologize if the customer is in waiting for a long time.

  • Shuffling the call around

If the customer calls you, certainly he/ she is looking for a definite solution to their query and just haven’t called to kill the time.

Simultaneously, if you don’t respond to their query properly and shuffle the call from one agent to another and still, the right solution is not coming out – just realize that you have already lost the customer’s trust and confidence in your company, and its products & services.  

  • Asking for information repeatedly

No one wants to be heard over and over again. As a call center agent, your communication skills should be so effective that the customers do not need to repeat the information he already gave.  

This counts to be the most crucial mistake that most of the call center agents ask over the call by making the customer repeat the information. Avoid doing that immediately. 

Conclusion

There are certain mistakes that inbound call center agents make while attending the call or before that which must be taken care of. Whether your company provides products or a service-related entity, call center representatives need to please the customer who has called them to get their queries being solved. The customer should not leave the call with disappointment.  

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- SJ (VP of Customer Engagement)

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