What is a call center agent?

A “call center agent,” often referred to simply as an “agent,” or “rep,” is a front-line employee responsible for handling incoming and outgoing phone calls on behalf of a call center or customer service center. They are the human connection between a company or organization and its customers, clients, or prospects. And with over ½ of people preferring a phone call for urgent issues related to an order from a brand/store, agents are an important piece of the puzzle.

Other terms for call center agents

  • Call Center Representative
  • Customer Service Agent
  • Support Agent

Why are these agents important?

Call center agents are (of course!) central to the success of a call center operation. They perform a range of crucial tasks, including answering inquiries, resolving issues, processing orders, and conducting outbound calls for various purposes such as sales or surveys.

In addition to managing calls, call center agents often use various communication channels to interact with customers. These channels can include email, chat, and social media. They are trained to ensure a positive customer experience by displaying empathy, active listening, and problem-solving skills.

Call center agents play a vital role in maintaining customer satisfaction and loyalty. Their interactions with customers can significantly impact a company’s reputation and success. They are typically measured and evaluated based on key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and adherence to scripts or guidelines.

Additional Resources

What is an Automatic Call Distributor (ACD)?

What is Proactive Customer Engagement?

What is a predictive dialer?

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