What does a Call Center Agent do?
Published 3 min read
A call center agent is a customer service representative who works in a call center. Call center agents answer customer questions, provide information about products and services, and resolve customer complaints.
Call Center Agent job duties include:
- Answering customer questions over the phone
- Investigating and resolving customer complaints
- Processing customer orders and payments
- Upselling customers to higher-priced products or services
- Cross-selling complementary products or services
- Scheduling appointments for sales or service calls
- Referring customers to other departments or personnel as needed
- Keeping detailed records of customer interactions and transactions
- Following up with customers after sales or service interactions
- Identifying opportunities to improve the customer experience
Call Center Agent Job Requirements
A Call Center Agent typically needs a high school diploma, although some jobs may require postsecondary education, and most jobs will provide on-the-job training. Some employers may prefer to hire candidates who have customer service experience. Certification from the American Association of Professional Agents is also helpful, and some employers may require it.
Call Center Agent Skills
- Patience
- Empathy
- Attention to detail
- Strong written and verbal communication skills
- Active listening skills
- Ability to stay calm under pressure
- Good problem-solving skills
- Quick thinking
- Multi-tasking ability
- Computer literacy
- Flexibility
Related: Top Call Center Agent Skills: Definition and Examples
How to become a Call Center Agent
A call center agent is a professional who provides customer support and helps to resolve customer complaints over the phone. In order to become a call center agent, you will need to have excellent communication skills, patience, and the ability to stay calm under pressure. You will also need to be proficient in using a computer and have basic keyboarding skills.
If you have these qualities and skills, then you may be well-suited for a career as a call center agent. To get started, you will need to find a job opening at a call center. Once you have found an open position, you will need to fill out an application and submit your resume. If you are selected for an interview, be sure to dress professionally and arrive on time. During the interview, be prepared to answer questions about your customer service experience and why you would be a good fit for the position.
If you are offered the job, congrats! Be sure to ask about training and what the company’s expectations are for new hires. Once you have completed training, you will be ready to start taking calls from customers. Remember to always be polite and patient with customers, even if they are angry or upset. By following these tips, you can begin your career as a call center agent and help provide excellent customer service!
Related: Call Center Agent Resume Example
Related: Call Center Agent Interview Questions (With Example Answers)