Call center agents work in telephone call center where they may receive incoming calls from customers regarding a product or service or place outgoing calls to current or potential customers. They are required to help customers in a number of areas, such as billing, service issues, and orders. They typically work on a computer at a workstation or cubicle, where they log the calls they make or receive and enter customer information into a specialized database. They may be required to take on additional duties, such as sales and retention.
Call center agents are required to be polite and friendly to customers, as well as knowledgeable of their company’s products and services. They are usually held to strict timelines for each call, so speed and accuracy are important. Scheduling is important in call centers, so that enough agents available at any time to answer calls, so adherence to scheduling and attention to detail are critical traits for a call center agent.
Call center agents usually work as part of a team; depending on the size of the center, there could be many teams of call center agents. Each team usually work under a team leader, who works under a center manager or director. Call center agents work in a business office environment, and shifts can vary based on the needs of the business.
Different companies require different skill sets of their agents; however, in general, call center agents do not need a college degree. They are required to have excellent communication skills, both verbal and written, computer and Internet knowledge, and the ability to multitask in a busy environment. Flexibility is a must, because job duties, scheduling, and company offerings may change often with little notice.
Call Center Agent Tasks
Document outcomes and steps taken.
Update customer files and databases.
Investigate and follow up on customer problems.
Consult with customers by telephone to provide information, take orders, answer questions and handle complaints.
Place outbound calls, following a script to generate sales.