By letting your agents take on the role of decision-makers, you can foster a sense of ownership in the group and they will feel empowered.
Call center best practices include the creation of a script which recommends professional language and key phrases. However, it is a good idea to train agents to avoid certain phrases and types of language to avoid negative interactions. For example, instead of telling a caller “I’m going to put you on hold”, encourage agents to use phrases like “I’m sorry, I’m not the best person to answer your question, but I will be happy to transfer you to our resident expert who will be with you in two minutes. Thanks for your patience.”
It’s not just agents who should be the focus of call center improvements. Sometimes the best resource for feedback on company experiences and interactions is a company’s customers.