Call Agent Job Description and Duties

woman speaking on headsetWorking in a phone center can be a great opportunity for professional development and personal growth.

The right candidate will have excellent communication skills, good organization, and an eye for detail. We have outlined here some of the different job duties, necessary skills, and qualifications below. As well we discuss what our agency will do to provide support to our call center business services (read more…) specialists.

Job Duties

Your typical day in a call center includes taking phone calls from clients who are looking for some type of customer service. Our extensive training programs will prepare you to gather the required information from the clients, and verify that information in our database. You will then proceed to bring the call to an appropriate resolution, with the goal of providing outstanding service to the caller.

You are expected to gain familiarity with the products and procedures through ongoing educational opportunities. Not only will you need this familiarity to understand the products and procedures yourself, but also to explain them to clients. It is important to have a firm understanding of all concepts before communicating them to our clients so that they feel confident that you are able to assist them properly.

Excellent customer service skills, familiarity with our products, and quick attention to any technical issues you may experience will ensure your success in this area. The goal is to provide the customer with service that will benefit them, so it is important to be able to communicate clearly to meet their needs.

Skills and Qualifications Needed

female call center agentThe perfect candidate for a position in a contact center like will have strong interpersonal communication skills. They will be professional and courteous at all times, and remember to keep themselves customer-focused, putting the customer’s needs first. They will keep in mind that one of their jobs is to provide information and support to customers who may not be familiar with our company’s products or procedures. Previous phone experience is a bonus as it will make your transition that much easier.

Call center specialists are required to have great attention to detail even while multi-tasking. They should be able to obtain information from clients, enter it into the computer, and verify it without losing focus. Strong, accurate data entry skills are a must. Applicants should be comfortable using a computer and a phone simultaneously, and should be quick to learn computer software.

Agent Support

Our goal is for our call center specialists to be as informed and successful as possible. We ensure this by providing regular updates on products, communicating our organization’s mission with you, and offering continual educational opportunities for you to better your skills. We understand that helping our agents to improve themselves will benefit not only them, but the customer as well.

In turn, we ask for our call center specialists to keep the line of communication open at all times. This includes promptly communicating any technical or equipment issues so that they can be addressed, adhering to all standards and guidelines, and recommending any procedural improvements that should be made to streamline the process and provide better customer service.


Working in a call center is extremely valuable work. Call center specialists provide front-line support between us and our customers, making them highly valued members of our team. Furthermore, call center specialists will never be bored. Between phone calls, data entry, and ongoing training opportunities, there’s always something to do. If you enjoy continual customer interaction in a fast-paced environment, then a position as a call center agent may be right for you. Contact KPI Connect today about joining our team.

9 Benefits of Outsourcing to a Contact Center

Some Ways Outsourcing Calls Benefits Businesses

Outsourcing some of your phone contact with your customers is a valuable business concept that deserves some serious consideration. In addition to saving money, there are many advantages to a call center as opposed to setting up an in-house option.

  1. Customer Satisfaction: By outsourcing to a call center like KPI Connect Ltd., businesses can offer customer service that is available outside their normal operating hours. This helps to reduce customers having to wait until the next day or the next week to find a solution to their problems. With call centers located in different time zones it has made the opportunity for expanded hours of availability a reality.


  1. Ready To Roll: Setting up all of the systems required to handle customer service calls in-house can be a costly and time-consuming task for any business. The immediate advantage to outsourcing these calls to a professional call center is that the facilities, equipment, and training are already in place and being used by other companies.


  1. Cost Reduction: While cutting costs isn’t the only benefit to outsourcing customer service (, it is one that comes up most often. Since contact centers serve multiple clients, the costs involved are shared among many, rather than one business footing the bill. This way, clients pay only for the services needed on a transactional or per-hour basis.


  1. Profitability: Call centers are great at what they do, and they know how to get the most bang for your buck. Their business model is generally based on costs per transaction, and they have the measurement of per-call costs down to an exact science to ensure maximum profit.

  1. Experience: With years of experience in customer service, contact centers possess a strong understanding of what services are required for a variety of industries. By outsourcing the customer service end, the client can leave it in capable hands and focus on their core business.


  1. Efficiency: Due to their experience in the field, call centers can improve efficiency by scheduling more staff to work during peak hours, slashing idle time and lowering the cost-per-call rate. Many businesses find that their customer service call volume increases during seasonal periods or major promotional campaigns. Contact centers have the resources to quickly add staff for these busy times of the year.


  1. Knowledge: As they are familiar with a number of different clients’ processes, call centers offer a wide spectrum of skills and knowledge, making them adaptable and flexible. They are specialized service providers with particular expertise in workforce planning, quality assurance, technology, and training.


  1. Technology: Rather than trying to keep up with current technology in-house, businesses can trust contact centers (What’s the difference between a contact center and a call center?) are always on the cutting edge. Multi-channel customer contact is essential these days and they can handle it all, from cloud-based platforms, VoIP, and web chat to email, SMS text messages, and social media. They also offer data analysis technology that can mine the raw data for valuable insight into a customer base.

guy speaking with contact center

  1. Quality Control: Through monitoring tools, performance assessments, and improvement plans, call centers ensure that they maintain the highest level of quality. Their most urgent priorities are answer time and first-call resolution, whereas an in-house call center may not have the time or resources to devote to such a high standard of quality control.


Here at KPI Connect we have been offering these services to our customers for years. We have the knowledge, resources, and expertise to ensure you get great value, and your customers receive excellent service. Call today for more details. 1-877-828-5057

Infographic reviewing benefits of having another company help your customers over the phone.