Contact Center Agents FAQs

What is the best way to ask clarifying questions?

Asking clarifying questions is a key part of active listening and essential to delivering accurate, efficient support. In a contact center environment, assumptions can lead to miscommunication, repeat contacts, or frustration for both the agent and the customer. Clarifying questions ensure you understand the issue completely before moving forward with a solution.

Done well, these questions build trust, show professionalism, and improve first contact resolution (FCR) rates.

1. Ask Early to Avoid Misunderstandings Later

If something the customer says is unclear or contradictory, ask for clarification before attempting to solve the problem.

Example:

  • “Just to confirm, when you say the system isn’t responding, are you referring to the login screen or the dashboard?”

Early clarification prevents wasted time and unnecessary troubleshooting.

2. Use Open-Ended Questions When More Detail Is Needed

Open-ended questions encourage the customer to share additional context and describe the problem in their own words.

Examples:

  • “Can you walk me through what you saw on the screen before the issue occurred?”
  • “What steps have you tried so far to fix it?”

This approach gives you insight into both the issue and the customer’s technical comfort level.

3. Use Closed-Ended Questions to Narrow the Focus

Once you understand the general issue, closed-ended questions help you confirm specifics or move toward a resolution.

Examples:

  • “Are you using a mobile device or a desktop computer?”
  • “Have you already tried restarting the application?”

These questions are especially useful in scripted or time-sensitive interactions.

4. Avoid Blame or Assumption in Your Wording

Keep questions neutral and supportive. Phrasing that sounds accusatory can make customers defensive.

Instead of:

  • “What did you do before it broke?”
    Use:
  • “What happened right before the issue started?”

Tone and word choice are critical in keeping the conversation productive.

5. Confirm Shared Understanding Before Taking Action

After clarifying, restate the issue in your own words and ask for confirmation. This ensures alignment and allows the customer to correct anything you may have missed.

Example:

  • “So to recap, you're not receiving confirmation emails after submitting your order, correct?”

This gives the customer confidence that you're paying attention and on the right track.

6. Don’t Be Afraid to Clarify Again Mid-Conversation

Sometimes new details emerge later in the interaction. It’s perfectly acceptable to ask follow-up questions to ensure continued clarity.

Examples:

  • “Earlier you mentioned a pop-up error. Can you tell me exactly what it says?”
  • “You just mentioned another issue—should we take care of that one now as well?”

Being thorough helps you avoid call-backs or unresolved issues.

7. Use Transitional Phrases to Keep the Conversation Flowing

To avoid sounding abrupt, use transitional phrases when shifting into a clarifying question:

  • “Just to make sure I understand…”
  • “Before we continue, can I ask…”
  • “One quick question to help me assist you better…”

These lead-ins make your questions feel helpful, not intrusive.

Explore How NiCE Helps Agents Ask Better Questions and Resolve Faster

NiCE supports agents with real-time prompts, AI-guided next steps, and contextual insights—empowering better questioning, faster understanding, and higher resolution rates:


Contact Center Agents FAQs