Call center cheat codes

It’s not always possible to be at the top of your game 100% of the time.

That’s what cheat codes are for.

Just like in your favorite video game, cheat codes give you life! But remember, you can’t use all of them at once. 

We suggest focusing on one or two at a time.

Once you have those down, use another one to spawn a rhino tank or use invincibility. Oh wait, those are our favorite cheat codes from GTA and GoldenEye!

Here are the first 5 call center cheat codes:

(you need to download the guide to see the rest)

1. Infinite Lives (Patience) 

Channel your inner zen master. Patience is key when dealing with both customers and agents. Measuring your agent’s patience level on calls can improve your CSAT scores by over 19%. Your customers will thank you when they are no longer interrupted on calls. 

2. Unlimited Power-Ups (Training)

Invest in continuous training and development. A well-trained agent is your best asset. The most forgotten piece to this cheat code is ensuring management is on the same page.

Agents aren’t the only ones who should receive training and coaching. Management should as well.

Here is a great place to start. 

3. Warp to Supervisor (Escalation) 

Ensure there’s a clear and efficient escalation path. But empower your agents to try and handle complex issues on their own first.

However, if managers are requested, agents should know the exact steps to take without hesitation to help solve your customer’s issue as quickly as possible.

This is where real-time call guidance can help agents live on calls. 

4. Speed Boost (Call Handle Time) 

Streamline processes to reduce average handle time without sacrificing quality. Easier said than done.

But here are 7 hacks that you can use to reduce call handle time.

First, start with understanding exactly what a “good” call looks like. Then you can replicate it. 

5. Extra Lives (Backup Staff) 

Have a standby team ready for peak times and unexpected absences. It’s no secret that agent attendance is difficult to manage.

That’s why having a backup plan is key.

Whether you use gig economy agents or you can offer overtime for your agents who are hungry to earn more, it’s important to outline before the situation occurs.