During the past few years, customer service expectations have increased significantly. 88% of customers say that exceptional customer service increases their chances of purchasing again. In addition, 60% of customers made a purchase from a brand due to its expected customer service quality.
Despite the era of AI and chatbots where customers can get instant responses, many customers still prefer using the traditional call center approach to get customer service. However, 45% of customers want their issues fixed in the first interaction.
Since call centers remain an integral component of any business customer service strategy, it is essential to deliver top-notch call center customer service. In this guide, we will learn how to improve call center customer service by presenting the 15 best tips in 2025. So, let's head right to it!
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15 Tips to Improve Call Center Customer Service
Did you know that 88% of customers say that the customer service experience holds the same importance as a product/service when making a purchase decision—up from 80% in 2020?
There are plenty of tips and tricks on how to improve customer service in a call center. So, we did some digging and handpicked the 15 best tips that can have fruitful impacts:
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1. Active Listening Skills
Agents must have active listening skills to properly understand customer needs. To improve listening skills, let the customer completely explain the issue without interruption and then repeat what the customer says. Acknowledge their concern and then offer the right solution. Besides that, role-playing exercises can also improve listening skills.
2. Reduce Hold Time
Customers are busy and feel frustrated when they have to wait long. Reduce hold times with AI-driven call routing and queue management. It can analyze caller data and route the call to the best agent or department. In addition, give the option of receiving a call or text back if they don't want to wait.
3. Personalization & Customer History
Today, 76% of customers expect personalization. Customers that receive personalized responses when interacting with support agents will feel valued. To offer personalization, use CRM tools to store and access customer history and empower agents to provide personalized interactions.
4. Keep the Talk Conversational
Although call center scripts are useful for customer support, they also make human agents sound robotic. To avoid that, keep the conversations natural. Prioritize two-way communication, add a personal flair, and pause regularly. In addition, avoid complex phrases and continue the conversation in simple language. Also, conduct regular training workshops focusing on tone, clarity, and effective communication strategies.
5. Explain Solution Properly
Once you identify a solution, clearly explain the steps needed to resolve the issue. Outline what actions will be taken and why to make sure the customer understands the process. This builds trust and confidence in your expertise while setting realistic expectations.
For example, a customer calls about missing features in your software. You respond, “Let’s check your account to confirm you have the latest version. Sometimes outdated software can limit access to new features. If needed, I’ll guide you through an update and run a quick diagnostic to rule out other issues.”
After verifying the issue and assisting with the update, you confirm that everything is working and ask if they have any questions. This way, you can ensure a smooth resolution.
6. Empathy & Emotional Intelligence
Customers who contact the support team for an issue are already frustrated and worried about the escalated situation. So, it is essential that agents show patience and empathy to defuse the situation and improve customer satisfaction. They must connect with customers on an emotional level. To do so, they should get empathy and emotional training to turn the frustration into a positive experience.
7. Train Agents Continuously
Keep your team updated with the latest skills and product knowledge through ongoing training programs. Use AI-powered training tools and relevant courses to ensure high performance.
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8. Use AI for Call Summarization & Assistance
Another effective solution on how to improve customer service experience in call center is implementing AI tools to summarize calls and suggest the next steps automatically. The AI can summarize the call details in real-time and suggest what to do next to the agent. This integration enhances productivity and provides a more delightful customer experience.
9. Offer Omnichannel Support
Today, customers want to access customer support from their preferred channel. It can be phone, email, social media, and chat. Therefore, it is essential to offer omnichannel support to give customers the flexibility they need and also get a unified communication system. In addition, it will also lower the number of calls, as the customers are divided across the different communication channels.
10. Develop a Knowledge Base
Call center agents should have access to a comprehensive knowledge base that includes product information, details of common issues, and troubleshooting steps. So, create a centralized knowledge base accessible to all agents and update it regularly.
With GPTBots, you can create an exclusive Enterprise Knowledge Base. You simply need to upload raw PDFs and other documents related to company policies, FAQs, troubleshooting guides, etc. Afterward, it precisely extracts the key data from documents to create a comprehensive knowledge base for agents. In addition, it offers Enterprise AI Search, which allows agents to retrieve accurate information easily and in seconds.
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11. Reduce Agent Burnout
According to a report, over 63% of support agents experience burnout, which leads to a 30-50% yearly turnover rate. It is essential to reduce agent burnout by implementing balanced schedules, providing wellness programs, keeping a fair workload distribution, regular breaks, and other measures.
12. Encourage First Call Resolution (FCR)
Another effective tip on how to improve call center customer service is to focus on resolving issues in the first interaction, as it improves customer satisfaction. The industry standard for a good FCR rate is around 70%. For FCR, give your agents access to all the necessary tools and authority to make decisions and provide immediate problem resolution.
13. Use AI-Powered Chatbots
AI chatbots are your intelligent virtual support agents that can handle routine inquiries autonomously. They can integrate into your website, app, or other communication mediums and guide customers instantly on complex issues. Therefore, choose the AI chatbot, train and deploy it into your corporate infrastructure, and free up human agents to focus on more complex issues.
GPTBots allows you to build an enterprise AI chatbot that supports 24/7 multilingual support in 90+ languages. It can automate up to 90% of customer issues and adapt its tone/style to match human-like interaction.
14. Collect Customer Feedback & Act on It
Customer feedback is a useful source for identifying the shortcomings in call center operations. It can pinpoint improvement areas, recurring issues, agent performance evaluations, and more. Regularly collect feedback through surveys, call recordings, and reviews, extract useful insights, and implement necessary changes.
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You can reduce the effort to collect and analyze customer feedback with AI. For example, you can use GPTBots AI agents that interact with customers and share useful reports and data analytics about customer interactions. Moreover, you can also automate the feedback collection process and reduce labor costs.
15. Set and Measure Key Performance Indicators (KPIs)
One of the ways to check the effectiveness of call center operations is by establishing and measuring KPIs, such as customer satisfaction score, average hold time, first call resolution, and others. So, create a proper set of KPIs and regularly monitor them to identify and fix shortcomings.
Latest Best Solutions to Improve Call Center Customer Service
Other than the above tips on how to improve customer service skills in call center, there are a few other best solutions to boost customer service, as follows:
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Leverage Enterprise AI Agents
Enterprise AI agents are AI-driven voice assistants and chatbots that can handle routine queries. These agents are trained with the corporate knowledge base and use NLP and ML to interpret and interact with customers efficiently. They are integrated into the websites or other communication channels and provide 24/7 customer service with instant replies.
The key benefits of using AI agents include:
- Reduced Wait Time: Handle multiple queries at the same time and reduce customer wait times.
- Improved Resolution Rate: Accurate and automated responses through a pre-trained corporate knowledge base to improve first-contact resolution.
- 24/7 Support: Assist customers 24/7 without any off-hours.
- Omnichannel Support: Integrate with all the common communication platforms, including websites, apps, social media platforms, and more.
- Scalability: Handle increasing volume of customer queries without compromising service quality.
- Reduce the Workload of Human Agents: Automates FAQs and saves a significant time for human agents to focus on more complex issues.
- Customer Satisfaction: Increase customer satisfaction by offering a responsive, personalized, and to-the-point customer service experience.
Overall, leveraging enterprise AI agents is the perfect strategy to improve call center customer service by reducing the call volume and directing customers to a self-service portal for instant answers.
Below are examples of a few companies using AI agents to streamline call center operations:
- Payoneer
Payoneer is a financial services company that facilitates international money transfers and access to other digital payment services. It has integrated an AI agent into its website that can respond to FAQs autonomously. This helps customers resolve common issues on their own and reduces the direct calls to the contact sender.
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- Netwealth
Netwealth is a leading financial company in Australia that uses call center AI to manage increased query volumes and customer expectations. After deploying the AI call center, Netwealth customers can reach agents within 60 seconds. Moreover, agents are able to resolve 99% of call tickets through a single touch.
- Turkish Airlines
Turkish Airlines is a well-known global airline that flies to around 265 international destinations. It has integrated an AI chatbot into its website that can answer queries related to ticket inquiries, lost baggage handling, baggage allowance, and more. Eventually, it reduces the calls human agents need to handle.
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GPTBots for Call Centers: The Best AI Solution for Customer Service
To leverage AI solutions for call centers, you need a reliable platform to build, train, and deploy AI agents. That's what GPTBots has to offer.
GPTBots helps build customized AI solutions for enterprises. It can build AI agents across customer service, data insights, enterprise search, etc. For example, it can enhance customer support with real-time AI-driven insights, such as customer acquisition rate, common customers' pinpoints, etc. In addition, it converts raw data into actionable visual insights to get a deeper understanding and make the right decisions.
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The key capabilities of GPTBots businesses can use include:
- Automatic Ticket Generation: It automates everything from ticket generation to smart routing to the right agents. This reduces manual work and speeds up resolution time.
- Sentiment Analysis: Its bot understands the customer's mood and creates a more personalized conversation experience.
- Proactive Assistance: It can predict customers' needs ahead of time and offer solutions before issues escalate.
With GPTBots, companies can automate 90% of customer issues and unlock data value for enhanced decision-making. Below are two success stories from businesses using GPTBots:
Case Study #1 AI-Powered Support for an Online Pharmacy
A leading online pharmacy struggled with scaling support across 800+ partner pharmacies and managing operational costs. GPTBots AI solution helped the company with:
- 85% issue resolution rate with real-time responses.
- 95% response accuracy by integrating company data.
- 24/7 availability for customer service.
With GPTBots, the company reduced its reliance on medical professionals, cut costs, and improved personalized consultations.
Case Study #2 AI Training for Customer Support Teams
An IT company with 1,000+ employees needed a more efficient training system. GPTBots AI-driven training solution delivered:
- 70% efficiency boost in test management.
- 50% improvement in training effectiveness with real-time feedback.
This automated learning approach enhanced staff capabilities and customer service quality.
Best Practices and Use Cases for AI Agents
Some of the best practices and use cases for AI agents are as follows:
E-commerce
AI agents can handle high volumes of order-related inquiries. These can be related to orders, shipping, returns, and more. Customers can quickly address their order-related queries without waiting in the queue to interact with a support agent.
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Healthcare
AI agents are optimizing the healthcare services to patients. They can handle appointment scheduling, send medication reminders, provide medical advice, and more.
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Banking & Finance
AI agents are helping banking and financial services in multiple ways. They monitor transactions in real time, flag suspicious transactions, automate customer verification, answer queries, and more.
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Telecom
AI agents empower telecom providers to engage with customers proactively. AI systems can analyze customer data and send personalized offers, resolve issues, etc.
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Conclusion
Great call center customer service can be broken down into a few key components, including speed, responsiveness, friendliness, competency, and more. Above, we have highlighted how to improve call center customer service using 15 best tips. Now, the next move should be to follow these tips and optimize the customer service experience.
In addition, deploy AI solutions with GPTBots to leverage AI advancements in automation, analytics, and customer interactions.
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