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 http://www.kpiconnect.com 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.

Overall

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.

What’s the difference? Call Center vs Contact Center.

 

Traditionally many companies, especially telecommunications companies and service organizations, have used call center agent companies. As the name implies, call centers handle calls. You may also have heard about contact centers, but what are they? Which one is best? Let’s look at call center vs contact center and see what the difference is between them.

Difference Between Call vs Contact

 

The main difference between a call center and a contact center is that they offer different services.

These services have been used for many years and only deal with phone calls. The calls are both inbound and outbound as they are known in the trade, or incoming and outgoing to you and I. When you phone up your bank or your phone provider, you are almost certainly speaking to an employee in a call center. The call center could be owned and operated by the company, or an external organization. The emphasis within a call center is on the calls, and their success is monitored through their call statistics like how quickly are calls answered or how many calls are dealt with per hour.

In customer service terms, a ‘contact’ is somebody who has contacted the organization through any means. Therefore a contact center deals with communication in all types whether it be the phone, email, coupon or social media. If you enter a competition to win a box of chocolates, your entry whether on a torn out coupon from a magazine, email, or website, the entry goes to the contact center. They pass the details to the chocolate company and you are now a contact so you will receive information or marketing from that company. Contact centers monitor their success on statistics around the number of contacts and the channels used i.e. phone, coupon, web etc.

Although the terms are used interchangeably, you can clearly see that there are differences between the two. So which one should you use?

 

 Offer the Following Services:

 

  • Telephone Customer service for incoming calls.
  • Telephone Customer service through outgoing calls.
  • Handle heavy volumes of telephone contact.
  • Telephone technical support i.e. a helpdesk.
  • Telephone support for order placement and status.
  • Telephone surveys of customers and potential customers to provide better service.
  • Can be on-site, off-site, or virtual.
  • Agents often adhere to a specific customized script.

 Benefits of Using a Phone Center.

Very large companies often have a phone center service as part of their business. If you are a company dealing with a large number of incoming and outgoing phone calls, then a call center is vital. Call centers are particularly beneficial to businesses, as it means they can concentrate on their business while the time intensive phone queries and interactions are handled by someone else.

 

  • Handle large numbers of incoming calls.
  • Deal with large numbers of outgoing calls.
  • Tend to be experts at what they do as they concentrate on one thing.

Contact Centers Offer These Services:

 Incoming customer service for all contacts in multiple formats; mail, email, social media, phone, web queries, live chats.

  • Outgoing customer contact through multiple formats; mail, email, social media, phone, live chats.
  • Contact centers are normally operated by an external company like KPI Connect specializing in being a contact center, not a specific business.

 Benefits of Using a Contact Center.

Contact centers handle large numbers of queries through all types of media. Contact center agents require good people skills due to the social media transactions they carry out. A thoughtless comment on social media can easily go viral.

  • Handle queries on different communication channels.
  • Deal with heavy volumes of mixed media contact.
  • Generally available 24/7.
  • Works well for businesses in different countries and time zones.
  • Other forms of media usually are more cost effective than phone calls.
  • Live chat is growing in use and customer satisfaction as it becomes more successful.

 Contact Center, or Call Center, or Both?

Both call centers and contact centers provide customer service, but as you can see, both perform different functions and there are benefits to both. Depending on your business needs, you might require specific services from one or the other, or possibly even both.