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Glossary

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.

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