Working in a call centre entails interacting with complete strangers every day, which can be both daunting and stressful. However, the diverse, colourful and interesting characters out there also means that there’s never a dull moment.

At iContact we know that by having the right Customer Experience Strategies in place (backed by the latest technology), our agents are strongly supported and therefore better equipped to understand client issues, resolving them seamlessly and effectively.

Here are 5 typical callers we have identified with tips on offering the best customer care to each:


The Cross Customer is, unfortunately, the most common of callers. Bear in mind that this customer is usually angry before they begin engaging with an agent. Although, some Cross Customers may have started their call off only slightly irritated but became progressively more and more aggravated when faced with unanswered queries, long hold times, or call transfer after call transfer.

The key to a positive interaction and outcome with this customer is to remain calm throughout the call and listen. When the caller has finished talking, it is important to make them feel as if you are on their side. One way to do this is to apologise for the inconvenience upfront, convey empathy and then repeat their main points back to them – now your caller feels heard! The next step is to provide a quick solution. Do not put this caller on hold while you research their problem, instead, talk them through what you are doing to solve their problem. It’s amazing how talking to The Cross Customer can calm them, as you guide them through the process.

Now go the extra mile to make them feel more in control and appreciated by giving them options, explaining them thoroughly and (if company policy allows) offer them a refund or voucher. If you can end the call off with a smile, joke or lighthearted exchange – you have done your job well!


Chatty Customers are also quite common. They usually tend to go off on a tangent about topics unrelated to the issue at hand. They may be unaware of it, but these customers slow down productivity, increase handle times unnecessarily, and force queued customers to wait even longer for assistance. For these reasons, it’s important to know how to handle them.

To maintain control over the conversation with a talkative caller, focus on the main reason for their call. Should the conversation stray again, politely redirect the discussion back. The Chatty Customer needs to be gently steered using the right choice of words in an even yet strong tone. Keep the end goal in mind but don’t forget that empathy still holds top rank in these conversations, as we never want our customers to feel bullied or belittled.


This type of customer does not like dealing with frontline agents – they believe their issue is too special or too complex for employees to handle. Instead of listening to and trying out your recommended solutions, this call often leads to statements like, “I want to talk to your supervisor”.

To face the challenge of this caller you must assert the fact that you are qualified to fix their issue, but in a calm and a polite manner. If the problem can be solved without a manager’s intervention, inform them that it’s not advisable to escalate the call to a supervisor. Make sure, however, that you can thoroughly address their issues.


This customer insists they know the answer, or more than you do regarding their query. Unfortunately, this is mainly due to them receiving misinformation. And, it happens! So when you provide them with a solution, they tend not to believe you – making the Mistaken Customer a challenging one to deal with.

It’s never necessary to tell them outright that they are wrong as you don’t want to anger or demean them. In the case of a Mistaken Customer, it’s best to make them feel that you’re their ally in uncovering the answer they need. Be careful not to come off as the ‘know-it-all’ – simply remain polite as you explain how the solutions you recommend can better help them.


This type of customer is the best one there is! They are friendly and just want to get their problem solved. Optimistic Customers are amazingly beneficial for your company, so use the opportunity when engaging with them to provide you with insights regarding your products, services, or business, which can help your company grow.

These callers are your brand’s biggest promoters, so continue giving them the best service and their loyalty will not only remain, but have a ripple effect when it comes to positive brand awareness.

Is your business looking to enhance their call centre experience? Contact us now on

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Why Choose iContact

iContact is a leading customer service BPO provider with specialist experience in the banking/financial services, insurance and medical, retail, telcos and hospitality sectors, both domestically and internationally.

We build our solutions around our client’s bespoke needs, delivering a professional service solution premised in our partnership approach to all that we do for our clients.

As part of the Alefbet Holdings Group, a Global Business Services powerhouse which employs 1200 full time employees across its various BPO businesses, we bring a professional and proven pedigree in the sectors we serve.

As a high-performance team, iContact brings cost-effective, quality solutions backed by leading edge technology and human engagements. Our ultimate goal is to deliver the very best in customer experience and first-time query resolution. Our clients can look forward to a proactive and innovative BPO partner in iContact, where exceptional customer service, innovation and perpetual improvement are entrenched philosophies.

iContact’s strategic locations, advanced business intelligence tools, data analytics capabilities, skilled leadership and large, educated skills pool with strong English language proficiency present our customers with an unrivalled value proposition.

For the best in BPO economics, quality and socially responsible supply chains, talk to iContact.

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