Contact Center Agents FAQs

What should I do if I don’t know the answer to a customer’s question?

Not knowing an answer in a customer interaction is completely normal—what matters most is how you respond. Customers don’t expect you to be perfect, but they do expect transparency, confidence, and a resolution plan. Your ability to manage uncertainty while maintaining control of the conversation is key to preserving trust and delivering a professional experience.

1. Stay Calm and Maintain a Confident Tone

Your tone communicates just as much as your words. Avoid sounding unsure, nervous, or apologetic. Instead, acknowledge the question confidently and reassure the customer that you’re taking ownership.

Example:

  • “That’s a great question. Let me take a moment to find the most accurate information for you.”

This demonstrates professionalism and keeps the conversation on track.

2. Be Transparent Without Saying “I Don’t Know”

Phrasing matters. Rather than saying “I don’t know,” reframe it to show that you’re taking action.

Examples:

  • “Let me double-check that for you to be sure.”
  • “I want to make sure I give you the correct answer—let me verify it with our support team.”

This avoids triggering doubt and helps maintain confidence in your expertise.

3. Use Internal Resources Before Escalating

Take a moment to check your knowledge base, CRM notes, internal documentation, or AI-powered assist tools. These often provide the answer in real time and let you resolve the issue without transferring the call.

If you’re using NICE tools, this step is often enhanced by real-time guidance and next-best-action suggestions directly in your agent interface.

4. If Needed, Escalate the Issue Professionally

If the answer requires input from another team or department, inform the customer of the process clearly and respectfully.

Examples:

  • “This is something our technical team specializes in. Let me connect with them and get back to you shortly.”
  • “I’m going to bring in a colleague who handles this area to make sure we get you the best answer.”

Always give the customer a sense of what’s happening next.

5. Set Clear Expectations for Follow-Up

If you’re not resolving the issue in real time, provide a timeline and a clear follow-up plan.

Examples:

  • “I’ll escalate this now and follow up with you by 3 PM today with an update.”
  • “You’ll receive an email confirmation once we’ve resolved it, typically within 24 hours.”

Setting expectations builds trust and reduces the chance of a repeat contact.

6. Document the Question for Future Reference

After the call or chat, document the question and resolution (if found later) in the CRM or knowledge base. This helps:

  • Prevent repeat confusion
  • Train other agents
  • Identify knowledge gaps

Your diligence helps improve the overall service experience.

7. Use It as a Learning Opportunity

Follow up after the call to understand the answer for yourself and reinforce learning. Discuss with your supervisor, attend refresher training, or suggest updating internal resources if something was unclear or missing.

Continuous improvement builds confidence and reduces future uncertainty.

Explore How NiCE Empowers Agents to Handle the Unknown with Confidence

With real-time knowledge suggestions, AI-powered guidance, and seamless escalation workflows, NICE helps agents navigate uncertainty while maintaining trust and efficiency:


Contact Center Agents FAQs