We all have engaged in long conversations with them. But for many of us, the work of call center agents still seem a little bit elusive. When you read job ads, you will find that the call center agent job description can range from very specific to very general. It’s no wonder that some people, after meeting a call center agent in person, still follow-up with the question, “So what do you really do?”
Different Types of Agents
We know that call center agents are employees of call centers. But what some of us don’t know is there are different types of call center agents. Their responsibilities are dependent on the kind of call center they work for. Inbound call centers employ agents who answer incoming calls from customers and serve them. Regardless of the purpose of the customer’s call, inbound call center agents are trained to cater to their needs. A typical inbound call center agent job description includes listening to and addressing customers’ complaints. Moreover, they make booking reservations, take and process product orders. Also, they cross-sell and up sell other products and services. Furthermore, they provide technical support and route calls to proper departments or escalate calls to their superiors. They are expected to do any of these tasks while recording or updating the customer’s information using particular software programs and computer tools.
An outbound call center, on the other hand, employs agents who make the phone calls instead of waiting for the calls to come in. Outbound call center agents are responsible for making cold calls to a list of contacts. Usually, they offer them products and services. A typical outbound call center agent job description includes calling prospects, informing and offering them to try or purchase products and services. Also, outbound agents set or confirm scheduled appointments. They also solicit customer feedback through phone surveys. Like their inbound counterparts, they may also cross-sell and upsell products and services.
Different Kinds of Accounts
Aside from the type of call center, what also determines the daily tasks of call center agents is the type of account they are handing. Many call center agents handle a voice account. Their voices will be heard as they provide customer service on the phone. Call center agents working on a non-voice account also provide customer service. However, without using their voice. Instead of the phone, they use computer applications and online platforms. They use email, chat and social media accounts to communicate with prospects and existing customers.
If there is one unifying thread to all the call center agent job descriptions you read in job ads, it is this: make customers happy by providing great customer service. Whether the call center agents are working in an inbound or outbound call center or handling a voice or non-voice account, all their tasks boil down to this one job of making their customers’ lives easier and better by consistently delivering excellent customer service.
So the next time you are introduced to a call center agent, you don’t need to ask them anymore what they really do. You can just ask what type of call center they work in and what type of account they handle, and you already have a picture in your mind of what they do.
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