What should a customer service agent aim to do during the call?

The primary objective of a customer service agent during a call is to provide solutions and support to the customer. This involves actively listening to the customer's concerns, addressing their issues effectively, and ensuring they feel valued and understood. Providing solutions means not just responding to inquiries or problems but also anticipating potential follow-up questions and offering additional assistance or resources that may improve the customer's experience.

By focusing on solutions and support, the agent enhances customer satisfaction, fosters loyalty, and builds a positive company reputation. In contrast, prolonging calls unnecessarily would not serve the customer's best interest and could lead to frustration. Additionally, redirecting complaints without resolution would only worsen the customer's experience, and focusing solely on adhering strictly to scripts can inhibit the agent's ability to respond flexibly and empathetically to individual customer needs.