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A Call Center agent is a person who manages customer communication in a Call Center. The agents process calls, e-mails, faxes, chats, social media, letters and other contact channels. A distinction is made between passive and active communication. With passive communication, the Call Center agent waits for a call, e-mail, … is assigned by the ACD. In case of active communication, the agent starts the communication by calling, writing an e-mail, …

The requirements for a Call Center agent are as follows:

  • Pleasant voice
  • Professional communication with customers
  • Positive personality and high stress resistance
  • Fast and efficient work
  • Good knowledge of PC use
  • Good industry knowledge