You’re wearing that headset, answering volume of calls everyday, but are you really ready to be a call center agent?
If you want to be one, you always need to remember that your primary responsibility is to take calls. But the task doesn’t end there. You need to manage all the tasks that the customer wants you to do while talking to them.
First, while talking to the customer you need to:
? Check their profile
? If they don’t have a customer profile yet, you need to create one.
That’s when you will need to ask the following information from the customer:
? Complete Name
? Physical Address
? Daytime Phone number / Mobile Phone Number
? Social Security Number (if needed
? Other customer information if necessary.
Next, if you already have everything set up, you need to do the following while you’re listening to your customer:
? Determine the help that they need from you. It could be any of the following:
? Ask for information
? Ask for instructions / directions
? Verify / modifying customers account transaction
? Monitor follow-up customer request/s
? Connect their call to the right department (if your resources are limited)
There are a lot of other things that call center agents should do while answering an incoming call. If you really want to be one, then try to check if you can multi-task everything.
Lastly, I think this agent in the comic strip should always have a copy of his job description. 
Given the job description I mentioned above, do you want to be a call center agent? Why?
Till next call center gal update,
{ 4 comments… read them below or add one }
Hi, this is ramesh.s, i saw this through my E_mail i need to a call center project for starting a company, already i planned to do in IT and animation&wed designing,Now doing 3D animation project…… if u know any idea about call center project please forward me
thanking you,
Ramesh.S
Have a nice day
I think i am not cut to be a call center agent, coz if the other side of the line gots irate, i have a tendency to be irate too….medyo may highblood ako eh…i admire you guys who have lots and lots of patience na baon….
I worked as tech support in a call centre. Most calls were fine. It was the few who ranted and spewed which made me feel they were taking up a lot of my time for nothing.
Luckily we were allowed to hang up if the insults and attacks became personal versus just more rants about the company and service.
After 7-8 years in a Call Center, and becoming a Call Center Manager, I walked away. I would have to say, 90% of the process and procedures a Call Center Rep had to memorize, were so upper management had something to discuss on daily conference call. Management rather you hang up or blind transfer a customer, just to save talk time, and calls per hour. I quit when I realized that with every new site manager that came in, we revamped full circle to previous process and procedure. How can one work? Or how do you train for that. UGH! I am getting mad already. You should write a blog about Call Center Reps that had no business as management. I know, I worked with several. Funny how we praised those top sellers, until we found out they were just adding things to a customer’s account. And if you cheat in a call center, you WILL eventually get caught. omg..more later..grrrrr