As the primary point of contact for customer inquiries, complaints, and issues, the quality of frontline support directly impacts customer satisfaction and loyalty. However, even the most well-established call centers can experience hiccups that affect their performance. Recognizing early warning signs can prevent these small issues from escalating into larger problems.
In this blog, we’ll explore 10 signs that suggest your call center may need improvements in frontline support.
1. Overuse of “Goodwill Gestures” to Pacify Customers
It’s not uncommon for call center agents to offer goodwill gestures, such as discounts, free products, or other compensations, in an attempt to calm frustrated customers. While this approach can occasionally be effective in the short term, it can also indicate a deeper problem when used too frequently.
If your call center is relying too heavily on goodwill gestures to pacify customers, it could mean that agents are taking the path of least resistance rather than addressing the customer’s real issue. This practice leads to higher operational costs and prevents you from truly improving your service.
Rather than focusing on appeasing the customer temporarily, your team should be trained to identify the cause of the frustration and provide lasting solutions. A balance of empathy and problem-solving will build customer trust and loyalty much more effectively than offering repeated discounts or freebies.
2. Agents Undermining the Company by Aligning Too Closely with Customer Frustrations
Empathy is a powerful tool in customer service. However, when call center agents become too emotionally involved in a customer’s frustration, it can have unintended consequences. For example, when agents too frequently agree with a customer's frustration—saying things like, “I completely understand why you're upset,” or “That’s really frustrating!”—they may inadvertently diminish their own authority in the situation.
While acknowledging a customer’s emotions is important, agents must also take a proactive stance in solving the issue. Customers don’t just want someone to sympathize with them; they want to know that their issue will be resolved quickly and efficiently.
Agents should be trained to express empathy, but they must also shift the conversation toward finding a solution. This balance helps maintain trust while demonstrating competence and control in addressing the customer’s needs.
3. Frequent Phrases like “I’ll Have to Check with My Manager”
If your call center agents frequently tell customers, “I’ll have to check with my manager,” or “Let me ask my supervisor about that,” it could indicate insufficient agent training or lack of empowerment. While it’s natural for agents to need support from higher-ups for complex issues, relying too heavily on managers to handle basic inquiries or decisions can frustrate customers and make the entire experience feel slow and inefficient.
When agents default to escalating issues rather than resolving them on their own, it creates unnecessary delays and gives the impression that the company lacks confidence in its frontline staff. This behavior also signals that agents may not be equipped with the knowledge, authority, or tools needed to handle issues independently.
A well-trained team should feel empowered to make decisions and resolve most issues on the spot. By giving agents more autonomy and ensuring they have access to proper resources, you can streamline your processes and improve the customer experience.
4. Agents Complaining About Customers
One of the most detrimental behaviors in any customer-facing role is when agents vocalize or demonstrate disdain for customers—whether through their tone, choice of words, or body language. Even if an agent doesn’t overtly express their frustration, customers can often pick up on subtle signs, such as sighs, impatience, or a dismissive tone. This negativity can have a lasting impact on customer satisfaction, creating a poor impression of the company and eroding customer trust.
In some cases, agents may express frustration with customers when they feel overworked, unsupported, or unappreciated. However, it's crucial for call center leadership to ensure that agents maintain a positive, professional demeanor at all times.
Managers should be proactive in monitoring interactions, providing support when agents feel overwhelmed, and reinforcing the importance of professionalism. When agents are trained to stay calm, patient, and empathetic—even in challenging situations—it not only creates a better experience for the customer but also contributes to a healthier work environment for staff.
5. Low First-Call Resolution Rates
First-call resolution (FCR) is one of the most important metrics for evaluating the effectiveness of a call center. When issues are resolved on the first call, customers experience a more efficient, satisfying service, and the company saves time and resources by reducing the need for follow-ups. If your call center has a low first-call resolution rate, it could indicate several underlying issues that need to be addressed.
A low FCR rate might suggest that agents are not well-trained in handling a variety of issues or that they lack access to the information they need to resolve problems efficiently. It could also point to a disconnect between the information the customer needs and the agent's resources.
When FCR is consistently low, it’s essential to look for patterns and identify recurring problems. Are there common issues that agents struggle to resolve? Are customers frequently calling back about the same problems?
6. High Call Transfer Rates
A high call transfer rate is a clear indicator that something may be amiss in your call center operations. While some calls may genuinely need to be escalated or transferred to a different department, excessive transfers create friction in the customer experience.
Customers expect to be able to speak to the right person the first time they call. When they're constantly passed from one agent to another, it leads to frustration, confusion, and a general sense that the company isn’t organized or efficient.
Frequent transfers can also signal a lack of agent knowledge, poor call routing systems, or inadequate staff training. If agents don’t feel equipped to handle certain issues, they may default to transferring the call, rather than attempting to resolve it themselves. Additionally, an inefficient routing system may send customers to the wrong department, causing unnecessary delays.
7. Long Wait Times and Delays in Service
One of the most significant sources of customer frustration is long wait times. When customers are left on hold for extended periods, they feel undervalued and ignored, which can lead to negative perceptions of your brand. In some cases, long wait times can cause customers to abandon their calls entirely, leading to lost opportunities for resolution and engagement.
If your call center is experiencing excessive wait times, it’s important to analyze the root cause. Are there enough agents on staff to handle incoming call volume? Are calls being handled efficiently once they’re answered, or is there unnecessary back-and-forth between agents and customers?
Consider implementing strategies like dynamic staffing, which adjusts based on call volume trends, or using call-back technology, which allows customers to opt for a return call rather than waiting on hold. Additionally, using self-service options can help reduce call volume for common inquiries, freeing up agents to handle more complex issues.
8. Unprofessional Tone or Language Used by Agents
The tone and language agents use can make or break a customer’s experience. When agents speak in an impatient, rude, or condescending tone, it immediately damages the relationship with the customer.
Even if an agent’s words are technically correct, a negative tone can lead to misunderstandings, escalate frustration, and diminish customer trust in the company. For instance, a simple “I don’t know” without empathy or effort to help can leave the customer feeling dismissed.
Unprofessional language is another major red flag. If agents use informal language, slang, or words that are too casual for a business setting, it can create a sense of disrespect and a lack of professionalism.
9. High Agent Turnover Rates
High agent turnover is a common issue that many call centers face, and it can be a significant barrier to maintaining high-quality frontline support. When agents leave frequently, it not only disrupts the team dynamic but also creates gaps in knowledge and continuity, affecting the overall performance of the call center.
For customers, this means they may be speaking with agents who lack the experience and confidence of longer-tenured employees, leading to inconsistent service.
There are various reasons why call centers experience high turnover. Common causes include poor working conditions, insufficient training, low morale, lack of career advancement opportunities, or inadequate compensation.
To address this, it’s essential for call center management to invest in creating a supportive and motivating work environment. Offering competitive pay, benefits, and growth opportunities, along with fostering a positive workplace culture, can help retain talented agents.
10. High Agent Scores, but Low Company Scores
A major red flag occurs when customer satisfaction surveys (Csat) show agents receiving high ratings, but the company receives low scores. While customers may praise individual agents for their helpfulness or professionalism, they often follow up with negative feedback about the company’s policies, procedures, or other aspects of the service they received.
This disconnect indicates that while agents are doing their best, the company’s internal systems or policies are preventing them from delivering a seamless, high-quality experience.
When agents receive positive feedback but the company still faces low ratings, it’s essential to look beyond the frontline. Your customer service team can provide valuable insights into the systemic issues causing frustration, whether it’s lengthy billing processes, inefficient shipping policies, or communication breakdowns between departments.