Any job that involves taking and making customer calls requires excellent customer service agents on the phones, but within a care industry such as support for funeral businesses, it is critical. Customer acquisition and retention rely on the contact the customer has directly with your team as this is the first real idea they have of how the company sees and values customers during difficult times. Here are some of the behaviours an excellent call centre agent will demonstrate within these areas to help you to ensure that you are making the right decisions for your business.