A call center agent, also known as a call center representative, is an employee who manages inbound or outbound customer calls for an organization. They handle a wide range of responsibilities, including account inquiries, customer complaints, or product and support issues. Call center agents may also be referred to as customer service representatives (CSR), contact center agents or associates, or operators.
The job of a call center agent involves various responsibilities that ultimately lead to greater customer satisfaction. Some of their duties include managing inbound and/or outbound calls, following various communication scripts when speaking to a caller, handling customer engagement, identifying customer needs, answering questions, and solving problems.
Call center agents may work in either traditional call centers or remote/work-from-home settings. They play a significant role in managing customer communications, maintaining customer satisfaction, and a brands reputation by providing customer support, technical assistance, and handling complaints.
