submit query

Please fill with your details

  • # #

What is call center agent?

A call center agent or call center representative is a person who handles both incoming and outgoing calls for an organization. Additionally, a call center agent may also handle inquiries related to accounts, support issues, and customer complaints. 

An agent who handles both incoming calls, as well as outgoing calls, is also known as a blended agent. Well, a call center agent is also known by the names of customer service representative (CSR), telephone sales or service representative (TSR), contact center agent, associate, attendant, account executive, team member, or operator. 

What are the Role and Responsibilities of a Call Center Agent?

Well, a customer service representative’s job includes various roles and responsibilities that lead to greater customer satisfaction ultimately.

Here we have stated a few responsibilities of a call center agent. So, let’s have a look at them!

  • Handle inbound as well as outbound calls.

  • The handling of customer interactions.

  • Follow the adherence to various communication scripts all required.

  • Assess the needs of the client, answer questions and resolve issues.

  • Try to upsell goods and services wherever possible.

  • Long-term consumer relationships.

  • All conversation recordings together.

  • Improve product comprehension.

  • Enhance output and accomplish goals.

What is the Importance of a Call Center Representative?

Agents that work in call centers are sometimes referred to as call center representatives. Calls are placed and answered by these individuals. Their responsibilities range from responding to customer inquiries to problem-solving, addressing complaints, and data gathering.

Every contact center revolves around its agents. By offering customer support, technical assistance, after-sales services, and lead generation on behalf of a certain company, they sustain a brand's image for delivering excellent customer service.

Essential Skills of a Call Center Agent

With the aim of providing a better customer experience at a call center or contact center, a representative should have some specialized skills. They are mentioned below. So, let’s have a look at them!

1. Knowledgeable. The inner workings of the organization and the products it represents must be understood by agents.

2. Detail-oriented. Agents must pay close attention to what customers are saying and pick up on subtleties to provide suitable responses.

3. Organized. Agents should access CRM systems, jot down quick notes, and keep track of recorded conversations while conversing with customers.

4. Flexible. Agents need to be able to respond to a range of customer questions and situations.

5. Friendly/empathetic. Customer service representatives should view things from the perspective of the client and have a positive attitude toward people even while dealing with difficult problems.

6. Under duress, maintain composure. Agents can be needed to handle hundreds of customer calls each day. They ought to be able to remain composed under pressure.

7. Outstanding communicator. Call center agents need to communicate clearly both orally and in writing to engage with clients.

8. Efficient. Customers want timely responses from agents who anticipate their needs.

9. Creative. Call center employees must respond to client problems in a professional manner, even if it is occasionally unusual, to handle issues quickly and effectively and increase customer satisfaction.

Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >


Choosing the Right Indian Call Center Partner: Key Considerations

<p>India, the globe’s largest exporter of call center services, has quickly become the go-to location for companies who want to outsource their customer relations and enjoy....

Read more>>

Why Your Business Needs 24/7 Inbound Call Center Services?

<p>Customer care services are not a luxury; they are a necessity in today’s highly competitive market. Given the modern, instant environment where customers are often &....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Next-gen Call Center Outsourcing at your disposal

We make call center outsourcing a viable choice for businesses to achieve growth. We deliver best call center services by maintaining high training standards, integrating AI and data driven technology and offering 360° customer support. With us, you invest in customer relations built on trust and exceptional experience.