What Does a Call Center Agent Do?

what does a call center agent do

call center agent

As the fast-paced world of business takes center stage, more companies are turning to telemarketing as a way to stay competitive. 

A call center agent is a role that sees a lot of demand, especially if you’re looking for a stable and fulfilling job. 

While the work is often tedious, unpleasant, and frustrating, it can be a rewarding career if you have the patience for it. Here’s what a call center agent does.

Questions Answered:

  • What does a call center rep do?
  • Pros and cons of becoming a call center agent

What does a Call Center Agent do?

A call center agent is the person who handles a company’s incoming and outgoing customer service calls.

You’re going to be talking to customers to solve issues and help them with their products and services – basically keeping them happy and solving business issues when they arise. 

Your job is to make those conversations as pleasant and helpful as possible; you might be answering basic questions about products or solving more complicated issues within billing. 

“Contact center agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies. The nature of the calls and messages they handle can vary from simple bill payments and order inquiries to complex support questions and complaints.” – Intrado

Pros and Cons of Becoming a Call Center Agent

There are many pros to becoming a call center agent, but it’s important to note that the work is very demanding. 

You need to be able to handle long hours, deal with stressful situations, and work with limited resources. 

It’s also important to be able to multitask and deal with a lot of interruptions, as the calls are often coming in at a frenzied pace. 

Depending on the company you work for, you might earn a good hourly salary, or you might earn bonuses based on how many sales you close or customers you help. 

You also tend to have a lot of control over your schedule, so you can schedule your days when you want.

The hours are usually fairly flexible, although there might be times when you’re expected to work longer hours (such as if a client deadline is close).


Wrapping Up | What does a call center agent do

If you’re interested in a stable and easy-going job that provides you with a paycheck every month, then a call center agent might be a good choice for you. 

You’ll meet a lot of different customers and have to deal with a wide variety of situations, but you’ll also get to control your schedule and work in an office setting (or at home).  

The job requires a lot of patience, strong communication skills, and the ability to multitask.

If you’re interested in this type of career and can handle difficult people (at times) this might be a good job for you!

We hope this helped and best of luck in your job search!

Title: What does a call center agent do

Category: Guidance

Tags: what does a call center rep do, what do call center agents do, call center agent responsibilities

Co-Author: Becky is a contributor for theJub. She’s a writing and talent acquisition specialist who loves to apply her skills through creative writing and editing.

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