How To Have a Great Call Center Experience

At Centris, our Customer Service Representatives take great pride in their work. Our goal is to not only care for the customer, but leave them feeling like they had a great experience.

So what are the secrets to having a good contact center experience? We spoke to some of our top-performing Representatives and asked them for their thoughts. Here are a few “Do’s and Don’ts” that might be helpful for anyone calling a contact center.

Do’s:

• If possible, have your account information handy. At the very least, we’ll need to verify you are the account holder to keep each account safe.
• It may be useful to have a copy of your last bill.
• What is the reason you are calling? If you have a clear request/concern, we will very likely have a clear response. If a representative cannot resolve the issue, we will involve a supervisor.
• Please trust that we will do everything in our power to answer the question and/or fix the problem. It’s why we’re here.

Don’ts:

• There is nothing to add to this list. Let’s face it, if you’re calling, you have very likely tried to find the answer on your own, or fix whatever is not working. By the time you call Centris, nerves may be frayed and fuses short. And you know what? That’s okay with us.

At Centris, we’ve been in your shoes. We’ve reached out to a contact center and we have all recognized what made it a good experience and what made us feel marginalized. With every call, whether brief or in-depth, we try and put ourselves in your shoes.

At the very least, know that we are going to help you. We hope to make it a quick, easy and pleasant experience. In some cases, certain issues may take longer, but we’ll try and keep your time to a minimum. Need to vent? Ok. Need an apology? We have one for you. And after all that, we’ll provide an answer so you can move on with your day. And don’t be surprised if the call ends with a smile and some laughter. We work for Kudos! Your kudos.