Vital Components to Quality Call Center Agent Training

  • Vital Components to Quality Call Center Agent Training

Just like phone support, live chat support staff needs high-quality call center agents training in order to handle a wide range of situations and perform effective services to resolve customer issues. Here are some vital components to training for live chat agents.

Starting a Chat

Your opening line should not be too short, nor should it be too long. Keep it simple. Make sure to use the customer’s name, if given, and ask how you can help. You can even go more personal and ask how the customer is doing before inquiring about how you can assist him or her.

Clarification and Verification

Once the customer has explained what the question or problem is, you should ask for any clarification, such as saying, “Tell me more about…” If no clarification is needed, you should still verify the question or issue by repeating it back to the customer, such as saying, “Let me see if I have this correct…”

Admitting “I Don’t Know”

It is important not to waste a customer’s time if you do not know the answer to the question or problem. However, it is also important that you do everything in your power to help the customer. The words, “I don’t know,” do not need to leave your lips, but you can apologize and admit you do not have the information, then offer to find out for the customer. This may mean putting the customer on hold or getting contact information to follow up with him or her later.

Transferring Calls

If you absolutely must transfer a customer, be sure to explain to them what you are doing and why before you actually do it. In addition, make sure the agent you are transferring the customer to already knows what the question or issue is so as to better help the customer after transfer.

Holding a Call

Putting a customer on hold is necessary when you need to investigate the question or issue. Ask the customer if he or she will hold. If they do not wish to hold, offer to contact them later. If you put the customer on hold, make sure to thank them for holding when you get back to them. Apologize for long waits, and try to minimize the length of time the customer spends waiting.

Admitting Fault

If you or someone in your company makes a mistake, it’s okay to admit fault. For your own mistakes, simply apologize and admit you made a mistake, then right it by providing the correct information. If the mistake is someone else’s, apologize for the company using “we” and “our” instead of naming an individual person.

Saying “No”

Although you might want to, avoid saying, “No,” as much as possible, as this comes off as rude. Instead, you can put a positive spin on it. If it’s something as simple as someone not being available, apologize and ask how you can personally help the customer. If it has to do with a product or service, apologize and explain that you do not or cannot provide that service, but offer something similar.

Handling Upset Customers

To keep situations with angry or upset customers from escalating, show empathy and acknowledge how the customer is feeling. You can also apologize that they are experiencing these problems and offer to help them deal with the issue or find a compromise.

Wrapping Up

Make sure your customer’s needs have been met and that they have no other questions before ending your chat. If your business’ agent training contains these vital elements, your customer support should be quite solid.

By |2015-09-09T07:36:11-06:00September 9, 2015|


Kaylene joined Etech in December 2006. During her tenure Kaylene has held several key positions including Director of Operations, AVP Global Operations, Vice President of Global Operations, and since February 2017, has served as Chief Operations Officer. As Chief Operations Officer, Kaylene is responsible for ensuring Etech understands, meets, and exceeds customer expectations through building Trusted Advisor relationships and investing in and developing her team.

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