The Duties of the Call Center Agent
Someone with a call center agent career spends most of the day dealing with inquiries from customers about a particular product or service. The inquiries received can be submitted by phone, email, fax, snail mail, or even in person. The call center agent doesn’t just listen to the problems, however, as he or she is also expected to provide the customers with solutions to their problems. Some call center agents only handle general inquiries, however, while others specialize in specific matters.
Besides offering solutions to customers’ problems, call center agents also handle requests for information from customers. This can include inquiries regarding the balance on an account or the status of an order. Some of the questions asked may require more research on the part of the call center agent.
When customers make complaints, the call center agent has to go by the company’s guidelines in order to resolve it properly. Follow-up questions will have to be asked of the given customer to determine if the complaint is valid. If the complaint turns out to be legitimate, the call center agent sometimes offers refunds, exchanges, discounts, and coupons.
Other types of call center agents offer assistance in deciding what services or products a customer needs to purchase. The purchase isn’t done through the customer service rep, however, as the customer is usually transferred to a sales rep or automated service in order to place the actual order. Maintaining and updating customer profiles and information based on these conversations may also be a part of the job description.
The workplace of someone with a call center agent career is usually centered behind a desk, where the agent works on a computer and with a telephone. Typing information into a computer is done frequently throughout the day, as is speaking with customers on the phone. Therefore, having fast and accurate typing skills is essential for this career.
Being able to multitask is also another good quality for a call center agent to have. Other than taking calls, answering emails and using chat sessions are required in most call center agent positions. Someone with a call center agent career must also have good time management skills. This way, the representative can distribute his or her time fairly among the calling customers.
Education and Training for a Call Center Agent
The educational requirements for a call center agent are usually minimal. People with a GED or high school diploma can find a job in the industry, but representatives with degrees or special training will end up with a higher starting hourly rate. Some companies require their call center agents to have an associate’s or bachelor’s degree because of the demand for higher skills. Degrees in English, computers, and business are all sufficient, though most companies offer on-the-job training.
