Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Quality Tips For Call Center Agents To Please Your Boss And Your Customers - PlayVox - Blog

Quality Tips For Call Center Agents To Please Your Boss And Your Customers

Maybe you’re a seasoned veteran in the call center, but you’re looking to impress a new manager or wow your customers before an upcoming survey blast. Maybe you’re unwrapping your first headset and you want to start off on the right foot with your boss and your customers.

Whatever your motivation, here are some quality tips for call center agents that will make your boss glad he hired you and your customers glad they called.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



The Three C’s: Courtesy, Confidence, and Competence

Possessing and portraying these three traits will go a long way toward delivering quality service that makes your boss and your customers happy. Let’s take a look at how each one plays out in the call center.



People like to be treated with respect, and courtesy is one way to convey a respectful tone.

  • Use a friendly and courteous greeting.
  • Ask customers how they wish to be addressed (Mr., Ms., etc.).
  • Speak with a smile (even if they can’t see it, customers can ‘hear’ a smile in your tone of voice).
  • Always wait until a customer is finished speaking before beginning to reply. Respond empathetically to your customer’s concerns.

And no matter how difficult a customer may be, never show any signs of annoyance or anger while resolving their service or product issues.



People appreciate confidence in others. It puts others at ease to see you at ease. This goes for your boss, your customers, and others in your professional or social circles. Speak clearly and decisively when addressing others. Be affable by letting your appropriate sense of humor and personality show.

Be agreeable and cooperative, but don’t be afraid to speak your mind assuredly and respectfully when the situation demands. Do not confuse confidence with arrogance; arrogance puts up walls and shuts others out, whereas confidence invites others to connect and be confident, too.



One frustration that customers often experience when they contact a call center is the agent being unable to help them. And what’s even worse than an incompetent service agent is one who conceals their lack of knowledge behind rote responses and blanket solutions that leave the customer no closer to a resolution.

**The real reason why customers hate your contact center**

If you feel you do not possess the knowledge to help customers with complex issues, reach out to your manager for additional training or materials. When you encounter a customer issue that is beyond your scope, kindly transfer them to an agent who can help them.


The three C’s-- courtesy, confidence, and competence-- are at the core of what makes an effective customer service agent. Your boss and your customers alike will notice and appreciate a person who demonstrates these traits with particular lustre.


And speaking of lustre, the word ‘pearl’ can be used to remember another set of quality tips for call center agents which-- along with the three C’s-- can set you apart from others as a particularly valuable asset to a call center.


PEARL: Quality Tips for Call Center Agents


Before approaching your manager with any issue, ask yourself, “can I solve this on my own?” If the answer is yes, refrain from burdening your boss with the problem. Solve it for yourself. Depending on the severity of the issue, it may sometimes be necessary to bring a problem to the attention of your manager, but be sure to do so with a solution in hand.  

Be a problem solver whenever possible rather than passing the buck to your boss’s desk.



To be enterprising is to show initiative, enthusiasm, and resourcefulness. In short, it means being a ‘go-getter’. Bosses will love the self-sufficiency and leadership qualities inherent in this type of worker, and your customers will appreciate the robust service they receive from an agent with this trait.



Although following protocol is often a non-negotiable, there are times you will be faced with a unique and complex customer issue that requires you to think on your feet for an optimal solution. Know your company’s options in terms of resolutions, workarounds, and offerings.

When a customer presents you with new information halfway through a call, adapt.

Remember that you are called on to a be a specialist in customer care, which means providing more novel and nuanced solutions than a website or automated system can offer.



Call centers nowadays are equipped with technology that puts a wealth of information right at agent’s fingertips.

  • Review customer information as you begin a call to avoid repeating questions they’ve already answered.
  • Seek additional information, training, or help when needed.

Don’t just muddle through the calls and other customer interactions as best you can, hoping for the best. Don’t wait for someone to tell you that your information or skills are inadequate; Rather, willingly and eagerly harness the power of the resources available to you.



Be a better listener. Whether it’s your boss or a customer speaking, listen actively and accurately.

Give body language or verbal cues that show your engagement with the speaker. Take notes as needed.

Take the time to absorb and appreciate what is being said before you start mentally preparing your response. In a world where everybody talks, the ability to listen well can set you apart from the herd.

Being a high quality customer service agent isn’t rocket science, but it does require a degree of tenacity and engagement to stand out from the crowd. Be the agent you as a boss would want to hire, or the agent that you as a customer would want to encounter on the phone. A little focus can go a long way in impressing your boss and customers alike.


Publish Date: January 6, 2017 5:00 AM

2020 Buyers Guide Recruitment Products/Services


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333

View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =