If you are an aspiring call center agent, here are some common guide and tips for you.
Overview of a Call Center
What is a call center?
>A call center is an umbrella term that generally refers to reservation centers, help desk and information lines.
>A call center is a place for the purpose of receiving and transmitting large volume of calls by telephone.
What is a call center agent?
>Is a person who handles incoming or outgoing call for a business,
>A call center agent might handle account inquiries, complaints or support issues.
Other names for a call center agents are;
>Telephone sales or service representative, and
TSR- Technical Support Representative
>Attendant, associates, operator, account executive who deals with account problem (in higher degree)
There are two main kinds of a call center agent; inbound and outbound
Inbound call center agent- answering incoming calls from customers.
>answer inquiries and questions
>troubleshoot and provide information
>troubleshooting (for technical department)
Outbound call center agents- are almost, always telemarketing companies, fund raising firms or collection agencies
>call people usually unsolicited to sell products
>call people for their due dates (for collection agencies and the likes)
Skills Needed By A Call Center Agent
Communication Skills- includes, grammar, pronunciation, intonation and articulation ( neutralized American accent)
Computer Skills- Keyboarding, Internet Navigation, Software Applications etc.
Ability to learn and apply procedures- Scripting, Product knowledge, Trainable and easy to learn