Call Center Agents
The agents are the first people we imagine when talking about a call center. They are the first whom we contact as customers and they basically perform the function of the call center.
The agents’ responsibilities may vary depending on your company’s specific needs.
But mainly they are expected to:
- Answer customers’ calls and handle customer requests, sent via email, web chat, or messengers
- Respond to customer queries and route them to a more competent colleague if necessary
- Providing customers with the necessary information about the company: prices, discounts, promotions, etc.
- Make outbound calls and send SMS to confirm or specify orders, or to inform customers of order delivery status
- Make conversation notes (register the subject of the request, note down the conversation results, and so on)
- Conduct customer surveys
- Make sales calls, take opportunities to upsell and cross-sell to customers
- Follow call scripts
- Meet the target KPIs
- Regularly attend training sessions.
To perform their duties, call center agents are required to have such skills:
- Developed communication skills, especially active listening that helps to ask more relevant questions to customers
- Good articulation: customers respond better when they understand the agents’ words instantly
- High level of foreign language proficiency (when working with foreign clients)
- High emotional intelligence and stress resistance: an agent has to be calm and polite in any situation, try to help and solve the customer’s problem
- Empathy: having natural empathy helps to build rapport with customers in different situations much easier
- Ability to multitask: agents will have to switch between multiple systems while interacting with customers, switch channels frequently, work with both inbound and outbound calls if necessary.
