How to Improve Call Center Agent Performance

Your call center agents are on the front lines. They’re the ones answering customer questions, solving problems, and representing your brand every time they pick up the phone. And in a time where 90% of customers say customer service is a key factor in their loyalty to a brand, agent performance isn’t just important—it’s make or break.

But here’s the thing: managing a call center is tough. High call volumes, demanding customers, and constant pressure to resolve issues quickly can wear agents down. And when agents are burnt out or disengaged, customer experience takes a hit.

The good news? With the right strategies and tools, you can transform your agents into high performers who deliver consistent, outstanding service. This guide walks you through actionable tips to improve call center agent performance, increase productivity, and boost customer satisfaction.

How to Improve Call Center Agent Performance

And if you’re wondering how to make this easy, FreJun’s call center solutions can automate repetitive tasks, offer real-time insights, and help agents focus on what they do best—helping customers.

1. Provide Comprehensive Training from Day One

To ensure a smooth and successful onboarding experience, provide comprehensive training from day one, covering essential company information, roles, responsibilities, and procedures. Effective training is the foundation of high performance. It’s not enough to give agents a script and hope for the best. Your team needs continuous learning opportunities that help them master your product, understand customer pain points, and communicate with empathy.

How to do it:

• Onboarding bootcamps that focus on product knowledge, communication skills, and common customer issues.
• Role-playing scenarios to prepare agents for real-world situations.
• Ongoing training sessions to keep agents updated on new products, processes, and customer expectations.

 Want to streamline training? FreJun’s call recording and transcription features make it easy to create training libraries from real interactions.

2. Set Clear, Measurable KPIs (Key Performance Indicators)

To set clear and measurable KPIs, identify your strategic goals, choose relevant metrics, ensure they are SMART (Specific, Measurable, Achievable, Relevant, Time-bound), and establish data collection and reporting methods. Agents need clear expectations to succeed. KPIs give them targets to aim for and help managers track performance objectively.

Key metrics to focus on:

• First Call Resolution (FCR): Measures how often issues are resolved on the first call.
• Average Handling Time (AHT): Tracks how long an agent spends on each call.
• Customer Satisfaction (CSAT): Gauges how happy customers are with the interaction.
• Call Quality Score: Evaluates the overall quality of calls based on predefined criteria.

 FreJun’s analytics dashboard helps you track these metrics in real time and pinpoint areas for improvement.

3. Give Regular, Constructive Feedback

To give regular, constructive feedback, focus on specific behaviors, offer solutions, balance positive and negative feedback, and create a safe space for dialogue. Feedback keeps agents on track and motivated. But for it to be effective, it has to be timely, specific, and actionable.

How to do it:

• Weekly one-on-ones to discuss performance and address concerns.
• Call quality reviews where managers and agents listen to past calls and identify what went well (and what didn’t).
• Positive reinforcement when agents meet or exceed KPIs.

 With FreJun’s call monitoring and whisper features, supervisors can provide immediate coaching during live calls without disrupting the customer experience.

4. Use Technology to Automate and Assist

Repetitive tasks—like dialing numbers or logging call details—can slow agents down. Automating these tasks frees them up to focus on providing exceptional service. Leveraging technology for automation and assistance means using digital tools and processes to streamline tasks, improve efficiency, and free up human resources for more strategic activities. 

Tools that help:

• Auto-dialers to reduce manual dialing and increase call volumes.
• CRM integrations to automatically log call details and update customer records.
• AI-powered call transcription to eliminate manual note-taking.

 FreJun’s auto-dialer and CRM integrations (like Salesforce and Pipedrive) ensure agents spend more time with customers and less on admin work.

5. Foster a Positive Work Culture

To foster a positive work culture, prioritize open communication, encourage collaboration and inclusivity, promote employee well-being, and provide opportunities for growth and recognition. Happy agents lead to happy customers. A supportive work environment improves morale, reduces burnout, and encourages agents to perform at their best.

How to foster positivity:

• Recognition programs to celebrate top performers.
• Flexible work schedules to prevent burnout.
• Team-building activities to strengthen relationships and collaboration.

 FreJun supports remote and hybrid teams with cloud-based communication tools that keep everyone connected and productive.

6. Analyze and Act on Customer Feedback

To effectively analyze and act on customer feedback, you should first collect it, then categorize and identify trends, and finally, develop actionable strategies based on the insights gained. Customer feedback provides valuable insights into agent performance. Use surveys, reviews, and direct feedback to identify trends and opportunities for improvement.

How to gather and use feedback:

• Post-call surveys asking customers to rate their experience.
• Net Promoter Score (NPS) to measure customer loyalty.
• Review negative feedback to uncover issues and retrain agents when necessary.

 FreJun’s call recording and transcription makes it easy to review conversations and spot areas where agents can improve.

Conclusion: Supercharge Your Call Center with High-Performing Agents

At the core of every high-performing call center is one simple fact: your agents are the direct link between your company and your customers. Their performance defines the customer experience, impacts satisfaction levels, and ultimately drives business growth. Investing in their skills, efficiency, and motivation isn’t optional anymore—it’s essential.

A successful call center is built on the foundation of high-performing agents. They are the human connection between your brand and your customers. Every interaction matters—and every agent plays a pivotal role in customer satisfaction and loyalty. Elevating their performance isn’t just about ticking boxes on a KPI sheet; it’s about transforming the entire customer experience.

Why FreJun is the Right Solution to Elevate Agent Performance

• FreJun provides AI-powered call management tools designed to enhance agent productivity.
• Features like call recording, live transcription, and call analytics simplify coaching and performance management.
• Seamless CRM integrations give agents immediate access to relevant customer information.
• Automation tools eliminate repetitive tasks, allowing agents to focus on meaningful customer interactions.
• FreJun helps organizations scale their call centre operations while maintaining high service standards.

Improving call center agent performance is not a one-time initiative. It’s a long-term strategy that requires dedication, leadership, and the right technology. But the rewards are undeniable: happier customers, more productive agents, and a healthier bottom line.

If you’re ready to empower your agents and transform your customer experience, it’s time to explore what FreJun can do for your call center. From AI-driven insights to seamless CRM integrations, FreJun is built to help your team succeed.

Further Reading: AI-Powered Calling: The Future of Business Communication After Skype