Contact Center Agents Do’s & Don’ts

It’s impossible to deliver exceptional customer service without providing equally exceptional training for your agents. Difficult situations are inevitable in the customer service industry, but proper training ensures that your agents will transform these potentially negative interactions into valuable opportunities to build customer loyalty.

Here are a few of our most valuable “DO’s” when it comes to customer service agent training:

  • Be Informed – If your customer service agents aren’t fully informed of the intricacies of your product offerings, then it will be impossible for them to deal with the full range of customer issues. The foundation of any contact center is your agents’ knowledge.
  • Embrace Active Listening – Once your customer service agents have a baseline of knowledge about your brand’s products, they should put it to work by actively engaging with customers. To achieve this, they must focus on using active listening to get at the root of their issues, which will encourage a swift resolution that benefits all parties.
  • Learn From Mentors – Organized training sessions can be valuable, but there is not a more effective way to learn how to deliver exceptional customer service than to directly engage with the people who know the field best. To achieve this outcome, pair new agents with high-performing employees who have proven their value to your

And here are some important “DON’Ts”:

  • Don’t overuse the script – Scripts can be great for giving customer service agents a baseline of how to handle common issues, but it’s important not to over rely on them, as this results in customer service interactions that feel inauthentic. Instead, use scripts as guidelines but allow agents to push conversations in the directions they feel will be most productive.
  • Don’t forget about timing – While it’s important to resolve customer issues, it’s equally important to do so in a timely manner. In fact, the benefits of helping a customer resolve an issue will be negated if that process takes an inordinate amount of time.
  • Don’t abdicate responsibility – Some customer service interactions require agents to escalate calls to a supervisor, but this should be avoided if at all possible. Not only does this encourage agents to be proactive in resolving customer complaints in a timely manner, but it also simplifies the process for customers, thereby improving customer loyalty.


Your customer service agents will only be effective as the techniques they employ, and these training Do’s and Don’ts will provide them with the best practices they need to deliver exceptional customer service. What’s more, this will give your business a tactical advantage when your services are compared against those of your competitors.

Looking for customer service experts? Contact Stratus Contact Solutions today!

In his position as COO, Bryan is responsible for  the day-to-day operations of the company’s contact centers, customer relations and client acquisitions. Gross has 30 years of extensive customer contact center industry experience, on both the client and agency sides of the business.  Prior to joining Stratus, he served as Chief Operating Officer for Global Interactive Services, LLC, where he was responsible for operating the company and it’s strategic direction.  He has a proven track record for building successful operations at such companies as TCIM Services, ACS (XEROX), Center Partners, Teletech, Sprint and MCI.