Call center mistakes that hit our approval rate

7 fails of our call center that ruined approvals — an honest story from our start

Six years ago, we launched our first call center. We were confident everything would go smoothly: we hired the best operators, created scripts that seemed flawless, set up ads, and waited for stellar results. But reality quickly proved us wrong.

We weren’t prepared for unexpected challenges, and we paid the price with low approval rates, lost clients, and plenty of dissatisfaction. Here are 7 fails that taught us lessons for a lifetime.

 

1. A script that drove clients away
We truly believed that more information was better. That’s why we wrote a three-page script that covered everything: product benefits, unique features, scientific studies, and other clients’ results. We were convinced this approach would persuade anyone.

But our calls went like this:
— How much does it cost?
— Let me explain first: this product features a revolutionary formula based on the latest scientific breakthroughs...

And then, beep-beep-beep. The client hung up.

If someone asks for the price, they want a clear, quick answer—not a long story. This painful discovery showed us we were losing customers, who were ready to buy, simply because we didn’t meet their primary need.

 

 

2. A tone that killed trust
“Your order has been confirmed, thank you for your purchase!” — this phrase was supposed to sound like genuine joy for the client. But our operators said it as if they were counting down the minutes to the end of their shift.

Monotonous, indifferent voices ruined the magic of the sale. The customer felt no emotional engagement and, instead of being excited about the purchase, started doubting their decision. We realized that an operator's voice is a tool that can either boost sales or completely ruin them.

 

3. Failure to listen
Our operators’ task was to convince clients to buy the product. But no one told them that the best persuasion starts with understanding the client’s problem. Here’s how it looked:
— My joints hurt, especially in the mornings...
— Yes, that’s a common problem! Our product helps relieve pain and improves mobility!

The operator wouldn’t even let the client finish, jumping straight into the sales pitch. To the client, it felt like their concerns didn’t matter. People felt like they were just being used and instantly lost trust.

 

 

4. Timing vs Traffic
We launched an offer, and the webmaster 
started driving traffic at midnight.
Everything looked great: over 200 leads in just two hours! But there was one catch—our operators weren’t working at full capacity.

Many calls went unanswered. Clients waited but never heard back. Frustrated, they stopped answering our follow-ups.

We lost hundreds of orders because we didn’t synchronize our call center’s schedule with the webmaster’s traffic.

 

5. Too much freedom for operators
We wanted operators to sound “natural,” so we allowed them to improvise. But this freedom turned into complete chaos.

Here’s how some conversations sounded:
— Well, if you want, you can try it, but it’s up to you…

These phrases sounded hesitant, and clients felt doubt—even from the operator. Instead of inspiring confidence, our employees pushed clients away, leaving them with the impression that the product wasn’t worth it.

 

6. Incorrect information
In the beginning, we didn’t implement a system to verify operators’ knowledge. As a result, they gave inconsistent answers to the same questions.

For example:
— How long is the delivery time?
— Up to three days.
— Up to seven days.

Conflicting information caused confusion, and with it, a loss of trust. A client who doesn’t get clear answers feels misled and walks away.

7. A technical glitch that cost us dearly
On our first “hot” day, we didn’t account for the possibility that call volumes could exceed the number of available lines. Operators were ready to work, but clients who called heard only a busy signal.

Disappointed, clients left negative reviews and didn’t try to contact us again. We lost dozens of orders simply because we weren’t technically prepared for the influx of calls.

 

The takeaway from our mistakes
Each of these fails might seem minor. But together, they jeopardized the success of our call center at the very
beginning. We lost clients, damaged our reputation, and saw our approval rates plummet.

But most importantly, these mistakes became valuable lessons. We learned that:

  • Clients want clear and simple answers.

  • Tone matters as much as words.

  • Listening is more important than selling.

  • Timing and technical preparation are not small details.

Today, our call center runs like clockwork. But without these mistakes, we wouldn’t be where we are now. If you’re facing similar challenges, remember: they’re just part of the journey, and they can be solved.