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