Agile or Clumsy: How Does Your Contact Center Rank?

On the other hand, clumsy call centers stick to scripts, more often than not leaving customers unhappy. What’s more, clumsy call centers also might ask the disgruntled customer to call back later.

Agile call-center managers ask agents if they’ve given customers what they wanted. They also conduct test-call programs so call-center reps know about new products and/or services coming out. This lessens the likelihood that they won’t be able to solve customer problems on the first call.