How to Make Your Call Centre Shine


Most people have a negative image of call centres. When they hear the words “call centre” they immediately think about long holds, agents who cannot speak proper English and just plain frustration. In spite of this, there are still many call centres thriving around the world. If you are operating a call centre, you need to shine in order to get noticed. You need to get ahead of your competition. Here are a few ways you can stand out.

Do what you say

Do not go making big promises you cannot keep. You will surely get angry customers. If you tell a customer that you will call back, do it. If you promise a resolution within 24 hours, you better deliver.

Empower your agents

Get rid of the long queues in your office. Empower your agents to solve problems on their own. Eliminate the need for a supervisor’s help. Provide tools and information to your agents which they can readily use when needed.

 Go local

Utilize local suppliers. Open jobs in your community. Hire people locally. Get partners locally. By doing this, you are being socially and environmentally responsible. Now those are positive points you can put in your website.

Help your agents succeed

Aside from empowering your agents to solve customer problems on their own, you can also open opportunities for them to advance their careers. Give them trainings and other resources that will help them level up. Hire internally if there are openings in upper management. By doing this, you save money on training and you can be sure about an employee’s capabilities and skills. You are assured that he or she will be able to perform as expected because you trained them. You also boost employee morale. Inspiring your agents to get better in their jobs with result to great customer service and ultimately, happy customers.

Share examples of great customer service

You can share examples of great customer service done by different people in your company. You can also inspire your agents by teaching them about great customer service from successful brands.

 Just do it

Don’t make a bunch of promises. Just deliver. Just do what you are supposed to do. You can change people’s perception of you one customer at a time.

Create and encourage customer feedback channels

There are many ways you can reach out to your customers. After a call, your agents can ask 1 or 2 questions about the service they have experienced. They can rate a problem resolution from 1 to 5 (with 5 being the highest) and say if they were satisfied with the solution they have been given.

You can also open your social media channels to feedback. Do not be afraid of negative criticism. Handle them professionally and assure the client that you are working towards making the issue better.

Do not neglect your website. Most people go to a company’s website first in order to give feedback. Make it easy for your clients to reach you. Provide a comments box and a user-friendly navigations system in your website.

Customer service

 Opting out of a queue

Allow your customers the option to get out of a queue and just offer them a call back when the next agent becomes available. This will save a lot of time on both parties. It will also lessen your customer’s frustration. Don’t leave them on-hold for a long time. Be sure to give your client a call back. Never ever forget about a client.

Fix your business

The call centre should be there to support you. You shouldn’t be running a call centre if you are doing an amazing job. But, let’s face it. Nobody is perfect so once in a while, a few problems will arise with your products and services. Your call centre should only be composed of a few people dealing with minor problems. If you put up a call centre because of the overwhelming complaints you are getting from your customers, then it’s high time you examine your business.

Give customers what they want

Listen to your customers. Most of their suggestions make sense. Give them the services they want.

 Offer simple IVR menus

Need we say more? Simplifying the call process helps your clients resolve their issues quickly.


Invest in different areas of your business – technology, virtual call centres, training and people. Constantly striving to become a better company is a good attitude that your employees and customers will appreciate. Ensure your telephone system is working  with you, you can save a lot of time with automated calling and headsets. If you need an upgrade it is worth shopping around for quotes to save even more on your telephone system, a comparison site like makes this easy.

Set standards

Set high quality standards in your office. Promote best practice. Strive for industry qualifications.

Set realistic targets

Sure, you need to set high standards but that does not equate to unrealistic targets. You should also examine what your people are capable of. You should set achievable performance levels and sales targets.

Choose your target market wisely

People don’t want to hear salesmen selling products or services they don’t have any use for. Be careful if you are operating an outbound call center. Instead of sales, you might get angry customers on the line.

Recruit the right people

During training, you will immediately see which persons can mesh with your company culture. You can see which ones believe in your vision/mission. Immediately let go of someone who is not a good fit. They will just be causing problems in the long run.

 Examine your company for weaknesses

Every call centre has a fault or a weakness. Try to pinpoint the problem areas then build an action plan on how to turn your weaknesses into strengths.

Know when the most convenient time to call

The best way to know this is by asking your customers what the best time to call them is. You don’t want to be calling an evening person in the morning and vice versa.

Some customers don’t want to be contacted thru phone so be sure to ask if they prefer email or SMS instead.

 Offer better security

Avoid fraud and stolen customer data by beefing up your security protocols. You don’t want to lose your customers because they don’t trust you to handle their confidential information. If you are handling debit or credit card information, be sure that they are safe and secure.

Keep a professional environment

Even though you don’t talk to your customers face to face, you should still maintain a professional environment by eliminating unnecessary noise. Your customers should not hear other conversations going on in the background.

Train employees well

Your agents should be polite, understanding and helpful at all times, period.