Call Center Agent
Who is a call center agent?
A call center agent, also called customer service representatives (CSR), is the person who handles incoming and/or outgoing calls for a company. The agent has an important role to customers and solve their issues as quickly as possible. The agent’s performance is crucial as it represents the company’s commitment to providing solutions to customers’ requests and issues.
Among their responsibilities:
- taking inbound and/or outbound calls;
- following various communication scripts when speaking to a caller;
- stimulating customer engagement;
- identifying customer needs, answering questions, and providing solutions/alternatives to issues;
- understanding when upselling products and services is possible;
- cultivating satisfying customer relationships;
- keeping records of all conversations orderly organized;
Among the soft skills required to perform efficiently the job: excellent knowledge of the company and the product/services offered, Detail-oriented, organized, flexible, empathetic, able to maintain calm under pressure. Often the agent is the first contact point for customers, so his/her role is crucial in determining the customer service quality.
Other synonyms of call center agents are contact center agent, telephone sales or service representative (TSR), attendant, associate, operator, account executive, or team member.