In every successful online business, it’s call center plays a very important role in expanding the business’s goodwill. With a well-trained call center team, the clients’ customer experience can be spot on every time, which will keep them coming back for more and develop loyalty for the brand.

Artificial Intelligence and Machine learning are dominating the contact center industry and are giving insights on best call center practices.

Good call center training is the key to a successful business and a great customer experience. Call centers should always implement new training daily to make sure all the calls coming through are well attended, and every customer is satisfied with the answers they receive from these call centers.

We here have listed five best call center practices that practically make sure that your business grows at a steady rate with excellent customer feedback!


Creating Call Center’s Standard Operating Procedures:

Creating SOP

Whichever line of work you are in, work ethics and good practices take you a long way. Especially in a call center, this is a must, as the workers there always need to be nice to people no matter how rude the caller is. The workers in such call centers must follow the basic rules and procedures laid down by the person in charge and always make sure they don’t break them as this could cost the company loads of money.

For the client’s call center operator is the company, their behavior and efficiency are what the client would think of the company. Hence, if a call center agent is rude or untimely, it would directly affect the company in the long term. This is why all these rules of operation are important and must be kept up with. You will be able to find many rules call center rules by clicking on this sentence.


Provide through training

Call center employees should be provided with thorough training regularly as they are required to solve new types of queries daily. Often they can face a problem which would make them lose their cool. But they need to overcome this and be nice plus cordial with all the clients no matter what, and this cannot be achieved without intense training.

New call center agents should always be monitored and supervised as they are more prone to make mistakes that would cost the company money. Hence, training is a must in all call centers for a better operation.


Utilizing calls monitoring and AI-based tools:

Agent having conversation with Woman

Monitoring the calls that come through a call center can go a long way as they can point out all the operational errors and non-efficiency. These monitored calls can also help make their goods and services better as the customers are directly giving feedback to the company through these calls.

Monitoring calls can even find out the flaws of their service and hence lead a way to improve the caller’s experience.

Organizations like Kwantics offer unparalleled speech synthesis plus recognition, voice automation and speech analytics solutions. Their AI Powered products can help you understand what your client needs better through speech recognition and develop a better understanding of your clients plus the requirements so that you can improve your business and create more revenue.

Call centers use Kwantics’ artificial intelligence products to identify any patterns in their business and often detect a faulty system/product or service or even a rude agent. It helps make informed decisions.


Offer incentives to your agents

You should always offer incentives to your call center agents to keep them motivated and make them work harder. You can offer them food, money, or a trip as an incentive in exchange for a higher rating for the total calls or even solving more queries of the customers.

Incentives make a call center successful as proven by all the good call centers in the county.

Everyone wants to make some extra money, so it’s always a good idea to give them a bonus for extra time and their efforts towards making the customer happy for the company as they are the company for the customers.

Regular check-ins and KPI measures

The company should regularly check in with their call center and provide them with a better understanding. The company should keep them updated about all the new products. Along with that monitor:

How the work is going in the call center

Collect all the data that they have received

Make use of those data to make a product or improve products

Introduce KPI in the call center for their agents to use so that they can work better. KIP is a key performance indicator, and every call center agent should have one as they show you how you are performing and where you are going wrong.

Checking KPI should be made a regular habit as they help you improve your specific skill set in the job.

Bonus Tip!

Man and woman gift red vector

For your call center agents to be truly good at their work, they have to understand business completely. Once the agents completely understand the company, they will be able to understand the customer better. This would lead to them to solve complex queries or problems of the customer.

Along with this, the agents should be taught how to diffuse tense conversation and allow people to vent out their anger without reacting harshly. This will in terms, make the customer experience better and lead to a better brand image.

One over looked The call center agents should be taught how to focus their attention on their behavior rather than a complex customer and maintain the call quality. The call center training should include such examples of the call so that the agents understand beforehand how to handle a situation without any trouble. These points would help you run a successful business.

Kwantics’ Speech AI solutions transcribe and analyze 100 per cent of customer calls. We provide AI-Powered speech solutions like AI-Powered Voice Assistant and Speech Analytics that can transform the agent monitoring processes. We are offering a live demo of our AI-Powered solution to answer your queries. Click here!