5 Tips to steer customer support calls and speed up issue resolution

Faith Ocampo Published on January 20, 2017

smiling customer service agent pointing

Taking control over a conversation without offending a customer is one of the most important communication skills every support rep must master.

For contact centers that receive an overflowing amount of calls, keeping conversations short is crucial. Support reps must solve problems quickly so they can attend to pending customer requests. The tricky part, however, is doing this without sacrificing the customer experience.

Of course, agents are trained to always listen attentively to customers, empathize with them, and ensure that all their needs are being met. But occasionally, they’ll encounter callers who would harp on about irrelevant topics. In such cases, agents must steer the conversation into the right direction so they can immediately address the customers’ complaints.
attentive call center agent listening to customer call
Done the right way, this lets you boost the team’s productivity and maintain good relationships with your clients. It can be hard to take control over such interactions in a tactful manner. To prepare your customer support reps for these situations, here are some techniques you can share with them during call center training sessions.

1. Clarify the issue right away.

call center agent in deep thought

In customer service, what makes for effective communication is a productive, resolution-oriented interaction. It helps if agents start the call by clarifying the customers’ complaints. This way, they can get to the resolution part as soon as possible.

If the caller is having a hard time explaining the issue, agents must ask specific questions to help clarify the problem. Doing so sets the tone of the dialog and assures customers that their concerns are being effectively tackled.

2. Be straightforward.

When a customer is having a bad day, they may start complaining not just about product- or brand-related issues but also about their personal lives. Customer support reps must empathize with them and offer comfort, but they must also be aware that their main task is to address the relevant complaints. To redirect the conversation, they may respond this way:

“I’m sorry to hear about that. I can make your day better by solving the issue you brought up.”

This drives the discussion back to what really matters. However, be sure to remind your call center agents to use the right tone of voice. Otherwise, they may end up sounding stiff or uncaring.

3. Find the right amount of assertiveness.

excited call center representative giving thumbs up

Out of politeness, your customer service agents may let callers plunge into long-winding rants, even if they’re no longer relevant. Assure your agents that it’s okay to interrupt a customer if they must. However, they should avoid using a condescending tone so as not to displease the customer.

During your call center training sessions, you may arrange role-playing activities. Let your agents rehearse the right approach and technique for maneuvering conversations.

4. As a last resort, put the customer on hold.

While it’s generally not advisable to shirk difficult conversations by pressing the hold button, it may be unavoidable at times. As a last resort—and only as a last resort—agents can put customers on hold while they work out a strategy. Doing so provides reps another chance to set the tone of the conversation.

5. Know when to wrap up the conversation.

Advise your contact center agents to use phrases that signal the end of the conversation. Here are some suggestions:

• “Is there anything else I can do for you?”
• “Looks like we’ve solved your concern…”
• “So far, I think we’ve covered everything…”

However, remind employees to always confirm with the customer if everything has already been addressed before they end the call.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 9 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗦𝗛𝗜𝗙𝗧 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗳𝗼𝗿 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀

Multilingual call center Open Access BPO announced the official launch of 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork
Open Access BPO 13 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 23 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 23 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 23 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 24 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO