call center agent (call center representative)

Role and responsibilities of a call center agent

The job of a call center agent involves a variety of responsibilities that ultimately help lead to greater customer satisfaction. Some responsibilities include:

• managing inbound and/or outbound calls;
• following various communication scripts when speaking to a caller;
• customer engagement;
• identifying customer needs, answering questions and providing solutions/alternatives to issues;
• up-selling products and services when possible;
• building sustainable customer relationships;
• keeping records of all conversations organized;
• building product knowledge; and
• improving performance and hit goals.

Call center agent skills and qualities

To provide the best customer experience at a call center or contact center, an agent needs to be equipped with specialized skills. Here are some qualities all call center agents should possess:

• Knowledgeable: Agents need knowledge of the inner workings of the company and products that they represent.
• Detail-oriented: Agents must listen carefully to customers and be able to pick up on small details to provide accurate responses to customers.
• Organized: Agents need to be able to take quick notes, access CRM systems and track recorded conversations while speaking to customers.
• Flexible: Agents have to be able to adapt to unique customer queries and situations.

• Friendly/empathetic: Customer service representatives need to be able to understand a situation from a customer's perspective and have a positive attitude toward people, even when dealing with difficult problems.
• Calm under pressure: Agents may have to handle hundreds of customer calls each day. They should be able to maintain composure in stressful situations.
• Effective communicator: Call center agents need great verbal and written skills to effectively communicate with customers.
• Efficient: Agents should be able to respond to customers in a timely manner and be proactive in anticipating customer needs.
• Creative: Call center agents must be able to apply professional, yet unorthodox solutions to customer problems to quickly and effectively resolve issues and improve customer satisfaction.