• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Articles » Customer contact: The benefits of live agent customer service

Customer contact: The benefits of live agent customer service

Technology is constantly evolving, and the customer service industry feels it. It’s a new digital era for businesses to navigate through, but one key aspect stands as a cornerstone of customer satisfaction– live agent customer service. 

In an age where automation is prevalent, the human touch brings a personalized experience, offering a level of empathy, understanding, and adaptability that AI has yet to match. 

Live agent customer service continues to emerge as a pivotal element in shaping a positive and enduring connection between companies and their clientele. 

MCI is one firm that provides this, understanding the need to offer real-time connectivity and engagement.  

What is live agent customer service? 

Live agent customer service is a form of support where human agents interact directly with customers to:

  • Address queries
  • Provide assistance
  • Solve problems

Unlike automated systems, live agent customer service involves real-time, one-on-one communication. 

Get 3 free quotes 2,300+ BPO SUPPLIERS

Live agent customer service is vital in providing excellent customer experience. This is especially true for situations that require empathy, understanding, and nuanced problem-solving. 

What is live agent customer service 
What is live agent customer service ?

Benefits of live agent customer service

Live agent customer service offers a range of advantages to boost the customer experience. 


With live agent customer service, businesses can provide more personalized customer interactions with human touch. Agents can use customer information to tailor interactions accordingly. 

This personalization builds trust, enhances customer satisfaction, and fosters long-term loyalty. 

Real-time assistance 

Live agent customer service enables immediate problem-solving. Customers can express their issues in detail, and agents can provide real-time solutions. 

A proactive approach saves customers time and frustration compared to waiting for generic automated responses. 

Empathy and emotional connection

Live agents have the ability to show empathy and build an emotional connection with customers. Listening attentively and demonstrating genuine care can create positive emotional experiences. 

Get the complete toolkit, free

This can generate stronger customer relationships and generate brand advocacy. 

Trust and credibility
Benefits of live agent customer service

When customers interact with knowledgeable and responsible live agents, they develop trust in the brand. Trust builds credibility, resulting in positive word-of-mouth recommendations.  

Live agent customer service showcases the company’s commitment to customer satisfaction and establishes that there are real people in the business. 

Handling complex situations 

Some customer inquiries or problems may require complex explanations or handling of sensitive information. Live agents are better equipped to manage such situations compared to automated systems. 

They can provide detailed explanations, offer reassurance, and ensure customer data confidentiality.

Upselling and cross-selling opportunities

Live agents can leverage customer interactions to identify upselling or cross-selling opportunities. 

By actively listening and understanding customer needs, agents can recommend relevant products or services. This increases the potential for additional purchases. 

Valuable customer insights

Live agent customer service provides valuable insights into customer preferences, pain points, and expectations. Agents can gather feedback, identify trends, and relay this information to the business. 

These insights help drive improvements in products, services, and overall customer experience, leading to better business outcomes. 

Live agent customer service best practices

Implementing live agent customer service comes with a set of best practices to ensure effectiveness, efficiency, and positive customer experiences.

Here are some best practices to consider: 

1. Train comprehensively. Provide thorough training to live agents, covering product knowledge, company policies, and effective communication skills. 

2. Listen actively. Actively listening and expressing empathy fosters a positive relationship and helps in problem resolution. 

3. Respond promptly. Prioritize prompt responses to customer inquiries and issues to avoid lengthy wait times. 

4. Personalize interactions. Encourage agents to personalize interactions by addressing customers by name. Demonstrating genuine empathy helps create an emotional connection. 

5. Be consistent across channels. Provide consistent service experiences across all communication channels, whether it’s via phone, email, or social media. 

6. Manage a knowledge base. Implement a comprehensive knowledge management system to empower agents with up-to-date information and resources. 

Manage a knowledge base
Live agent customer service best practices

7. Collaborate. Foster a collaborative team environment where agents can seek help from subject matter experts or supervisors when needed. 

8. Continuously improve. Regularly evaluate customer interactions and gather feedback to identify areas for improvement. 

MCI’s live agent customer service

MCI offers live agent customer services as part of its comprehensive suite of call center and BPO solutions. 

As a global leader in outsourced call center services, MCI’s live chat services can benefit businesses in several ways, including those mentioned above. 

MCI is well-equipped to provide reliable and effective live agent customer service for businesses of all sizes. This premier BPO provider is backed by:

  • Extensive industry experience
  • Technology-enabled solutions
  • Global workforce

Contact MCI today and explore your outsourcing options! 

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image