Expert Insights

What Is a Moment of Truth?

Published On: 13th May 2022 07:00 - Modified: 22nd Jul 2026

A Moment of Truth in a call centre or customer service is a time when a customer forms a positive or negative perception of the company.

Positive Moments of Truth include:

Problem resolved
Friendly advisor
Compensation offered
Answered quickly
Speedy response
Follow-up call or email to check problem is solved

Negative Moments of Truth include:

Not able to get through on the phone
Problem not solved
Multiple calls needed to resolve problem
Unfriendly or indifferent advisor
High customer effort
Wrong advice being given
Not listening to what the customer has said

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

What Is a Moment of Truth?

Positive Moments of Truth include:

Negative Moments of Truth include:

Topics:

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