Call Center Agent 101

Call Center Agent 101

A call center agent is the person who handles incoming or outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues. Other names for a call center agent include customer service representative (CSR), telephone sales or service representative (TSR), attendant, associate, operator, account executive or team member.
Responsibilities of an inbound call center agent
A call center agent is a person responsible for answering the quires of the customers in case of customer support call center. they are responsible to satisfy customer and maintain good image for the company

Acting as a sales representative
If a call center agent is responsible for making cold calls to prospective customer than it is acting as a sales representative on the part of the manufacturer or the service provider.
Job Description of a Call Center Agent
• Support and provide superior service via phones, e-mails and faxes as a receiver and caller

• Use questioning and listening skills that support effective telephone communication.

• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.

• Understand the impact of attitude in handling calls professionally

• Effectively deal with job stress, angry callers, and upset customers

• Use the most appropriate way to communicate with different behavior types on the telephone.

• Apply the elements of building positive rapport with different types of customers over the phone.

• Apply the proper telephone etiquette to satisfy various customer situations.

• Apply appropriate actions to effectively control a telephone call.

• Identify voice skills and how to enhance a good telephone presentation.

• Meets commitments to customers

• Other duties as assigned.

• Display Time flexibility towards shifts as per work floor requirements.

Source: wiki.answers.com