Call Agent Job Description
A call agent works in a call center environment providing customer service to clients. The environment is generally noisy and, at times, can be stressful. Many times the work is repetitive. Many calls can be handled the first time; however, some calls may require additional research or processing time in which case the call agent may need to make added contact with the customer to ensure the request was processed and handled as it should have been.
A college degree is not required for a career as a call center agent, although college courses in business, communications, English and computers are helpful. While the salary for call center agents varies by field, in May 2008 the median rage was $14.36 an hour.
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Inbound Calls
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A call center agent handles incoming telephone calls. He answers client questions, processes transactions and provides excellent customer service. He must undergo training to be able to intelligently discuss the products or services with the client. He must be comfortable adhering to call handling times and quality review standards.
Computer
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Once a telephone call is received, the call center agent is responsible for tracking it in a computer application. In most cases, she will provide details regarding the call transcript. This is done so the telephone call can be quality reviewed at a later date. In addition, it allows other call center agents to see what has been discussed on previous phone calls. The call agent must be comfortable navigating a computer and several applications in order to perform her job.
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Interpersonal Skills
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A call center agent needs to have excellent communication skills both orally and written. He needs to have great time management skills so he can handle the phone call in a respectable time, complete the call notes and any transactions, then be ready to receive the next telephone call. A call agent needs to be on time as he will have to adhere to a phone schedule.
Complaints
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In addition to the standard customer requests, there are complaint calls that need to be fielded. In some call centers, the complaint is handled by whoever answers the telephone. In others, the call is routed to an agent who is specially trained to handle escalated telephone calls. These agents have additional privileges and can take more liberties with the call to ensure the customer gets what she wants and is satisfied. There may be times where the trained call agent can't handle the escalated call on his own and may need to pass it off to a supervisor for additional handling.
Outbound Calls
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Some call agents make outbound calls to sell products to new or existing clients. In addition to the skills of an inbound call agent, an outbound call agent must have sales skills and be able to close a sale successfully.
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References
- Photo Credit call center image by Aisha from Fotolia.com
