The responsibilities of a call center agent incorporate the following:
- Supporting and providing better service with the help of phones, faxes, as well as e-mails as a receiver as well as caller
- Comprehending the nature of attitude in handling calls effectively
- Dealing with job related stress situations, or upset customers and angry callers
- Using the listening and questioning skills for supporting effective telephone communication
- Taking up a suitable approach for handling special telephone tasks such as taking messages, call transfers, holds, call backs, interruptions, as well as unintended disconnections
- Communicating appropriately over the phone with various kinds of behavior
The call center agent is required to build a positive rapport with the various kinds of customers over the phone. They must also know to apply the right kind of telephone etiquette for satisfying various customer situations. The other skill sets of call center agents take into account the following:
- Applying appropriate actions for handling a call effectively
- Meeting the commitments of the customers
- Identifying the voice skills and enhancing a telephone presentation
- Displaying time flexibility regarding the shifts according to the requirements of the work floor
- Looking at other parts of the job
The experience of the call center agents helps them gain the relevant edge that also comes from their education and training. You need to be skilled at the relevant computer applications with expertise in MS Word and Excel. Along with that you must be experienced in the different forms of practices and principles with at least half a year's experience in a call center environment or in customer service. Along with good keyboard skills, the job also helps you know the administrative and clinical processes and relevant product knowledge.
The employment outlook of the call center agent is good with plenty of opportunities in the business process outsourcing industry cropping up. In fact, the call center jobs are expected to have a growth rate that is higher that the average until the year 2014, according to the estimations of the United States Bureau of Labor Statistics.
The median annual salaries of the call center agents are likely to be within $25,000 and $45,000 on an annual basis. This is often coupled with leaves, vacations, health insurance, etc.
The call center agent, both inbound and outbound, is required to have the task of answering the queries of the customers in case of customer support. They satisfy the customers and maintain the good image of the company. The call center agents also make cold calls for prospective customer bases and thus act in the effect of being a sales representative on the part of the service manufacturer. The call center job also involves troubleshooting problems.