The most important task of a Customer Service Representative is to give their customers the best quality of Services, and that they must satisfy them all throughout the call.

According to the second annual Contact Center Satisfaction Index from Arbor-based CFI Group, the overall satisfaction with commercial call centers rose 3% with the score rising from 70-72 on the index’s 100 point scale from 2007-2008.

Since CSRs are the frontliners, they must successfully be trained on how to deal with the different attitudes of the customers. They must always know the gap between emotions and business. Some call centers punish poor performance however; they give rewards for good customer service.

Moreover, the success of a call center lies in the performance of the CSR.