How to Take Your Call Center to the Next Level

Calling for customer service can easily be a nightmare scenario for customers. Long hold times, frustrating phone trees, and unresolved issues often make call centers a last resort for many consumers. In fact, 68% of millennials are more comfortable using self-service options for general issues. However, when calling customer service centers is necessary, 99% of customers want a human on the other end of the line to help them with their queries. And once a human is reached, 78% of customers believe that getting their issue resolved quickly is the most important factor for a positive customer experience.

For companies, the benefits of offering outstanding customer service through call centers are immense. 58% of customers are willing to pay more for a brand that delivers outstanding customer experiences, and 76% are willing to go out of their way to switch to a company that has better customer service than their competitors. Nailing a high level of support is key to gaining and retaining customers and enhancing brand loyalty.

At LCS, we know a thing or two about excellent call center customer service. Our Rent Manager Product Support Department has won the American Business Awards Silver Stevie Award for Customer Service Department of the Year for three years in a row. If your company is looking to take its call center to the next level, here are our top tips for improving your customer experience.

Decrease Hold Times

No one likes to wait on hold. Unfortunately, the average consumer spends almost 43 days in their lifetime on hold, and that’s if they’re willing to wait at all. According to a study from Invoca, when placed on hold, 5% of customers hang up immediately, 28% are willing to wait five minutes or less, 26% will hold for 6-10 minutes, and only 6% will hold for 30 minutes or more.

There’s no one method to guarantee reduced Average Hold Times (AHT), but implementing a few best practices can go a long way in providing a smoother customer service experience. Make sure you have enough staffing during peak calling hours and refine your phone tree to ensure inquiries are routed to the right agents. You may also want to consider offering self-service options—such as an automated phone assistant, live chat, or AI-powered tools—to help customers find answers to common questions on their own. This frees up your representatives to assist callers with more complex issues, reducing overall hold times.

Aim for Quick Resolutions

First Call Resolution (FCR) is another common metric for gauging call center performance. FCR measures the percentage of calls resolved without requiring the customer to call back for the same issue. Like reducing hold times, improving FCR involves a mix of strategies. Make sure your staff is well-trained in the most common customer service issues so they can solve problems without needing to escalate or transfer the call.

If a transfer is necessary, aim for a warm transfer—where the agent is briefed before the hand-off—rather than a cold one. A Zendesk survey found that over 40% of customers cite having to repeat their information multiple times as the most frustrating aspect of poor customer service. Build communication culture between agents and utilize a robust ticketing system—like qManage service desk software—to better keep track of customer issues. That way, even if a customer must be transferred or needs to call back, they can pick up right where they left off, eliminating further headaches and repetition.

Expand Support with Integrated Services

If your company uses our property management software, Rent Manager, an excellent way to enhance your call center strategy is by tapping into Call Center, powered by Anequim. This comprehensive, fully integrated service provides 24/7 maintenance and leasing support from highly trained representatives who are ready to troubleshoot, document service requests, and escalate issues per your set protocols. With Call Center, you relieve your internal team from being on-call around the clock while ensuring that every customer interaction is logged directly into your Rent Manager database. It’s a customer-service-driven solution designed to improve efficiency, reduce burnout, and deliver consistent, high-quality support.

Invest in Knowledge and Training in Customer Service

Your call center agents are the front lines of your customer experience. How they interact with your customers can shape perceptions of your brand—positively or negatively. According to research, 80% of customers report that friendly and knowledgeable help are the most important aspects of a positive customer experience.

Ensure your team is trained in essential call center etiquette, including active listening skills, using the customer’s name, being honest about their capabilities, and leading with empathy. Provide adequate resources for continued learning to your support team, as well, and offer a centralized database of key information about your product or service. The easier it is for your reps to access the right information, the more empowered they are to deliver top-tier support.

In a world increasingly shaped by AI and automation, human connection in customer services still matters—and it always will. By reducing hold times, focusing on answering queries efficiently, and ensuring your team has the right knowledge and attitude, you can transform your call center into a paragon of customer service excellence.