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Glossary

What is Agent?

Agent is a person who handles incoming and outgoing calls and corresponds with the customers on behalf of the company or client. Each agent is associated with a peripheral and can be a member of one or more skill groups. Optionally, you can group peripheral agents into agent teams. Agents handle account inquiries, customer complaints, or support issues through different channels such as phone calls, emails, and other social media sites. The agents of the call center are also known as customer service representative (CSR), telephone sales or service representative (TSR), attendant, associate, operator, account executive or team member. Call center agent is multi-tasking and handle account inquiries, customer complaints, and support issues. Agents assist customers via a phone call, Internet, e-mail, and instant messaging.

It is true that agents need to juggle multiple tasks like handling an influx of customer calls, checking the knowledge base, updating the CRM, and attending to customer needs. Staying organized help agents to make less error or mistake ensuring that they complete their work efficiently. Thus, the mission of a call center agent is to provide best-in-class services to their customers and make them happier.

The agents of call center India have top-notch communication skills and are able to communicate in different languages.

Resource Library

An insight into Call Center Outsourcing

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