What Exactly Does a Call Center Agent Do?
What comes to mind when you think of a call center agent? Do you think of a smiling person happily answering calls? Do you think of someone who speaks very fluent English and drinks expensive coffee from coffee shops? Or someone who has a big salary and can afford to buy the things they want? Call center agents are people who work in the BPO industry and provide assistance to callers both locally and offshore. Many call center agents are fluent in English, smart, and hardworking individuals.
The Bad Rap
Boomers may think call center agents are just glorified phone operators. They have this notion that if you work in a call center, your value as an employee diminishes. But that’s not true. Phone support personnel make up a considerable chunk of the number of tax-paying employees in the country. This means that they contribute significantly to the economy. Contrary to this belief, working for a call center is fun and fulfilling. There is actual growth in working for a BPO. Aside from the big salary, employees can also get great benefits such as an HMO, bonuses, leaves, incentives, and allowances. There are also company-sponsored events that foster work-life balance and build friendships among people who work there.
The Life of A BPO Employee
Those who peg call center work as a walk in the park kind of job are mistaken. Working in this type of job requires a lot of wits, patience, dedication, and resiliency. Working as a phone support personnel requires thinking, working hard, and learning fast. So to simply put it, this is not a menial and thankless job. It is an actual career.So here are some of the things that a call center agent does at work.
1. Answer Customer Inquiries and Concerns
A call center agent has to answer calls and assist customers. He has to take in many calls in a day. Each call is a query or a complaint that needs to be answered promptly. Some calls are billing concerns that need clarification. This requires a mathematical understanding of the customer’s bill so that the agent can explain the charges there and compute the caller’s balance. These calls are typically routed to service providers, telco, insurance companies, and credit card companies. In other accounts, there would be calls related to health care. This can be with an insurance company or an HMO. Agents who work here typically need to have a medical background. On the other hand, some calls need help troubleshooting computers, printers, and other equipment. This would be the task of technical support agents. Tech support staff are specially trained to handle calls and fix equipment over the phone. Working in a call center involves a high level of product and account mastery to resolve a customer’s concern in a few short minutes.
2. Provide Customer Satisfaction
Employees who work for BPO companies are expected to provide top-level service to the customers who call. They need to not only provide first call resolution, but also they need to deliver the service in a warm and friendly manner. There is a metric that measures customer satisfaction called CSAT. CSAT scores determine how happy a customer is with how the agent dealt with their concern. The CSAT score of an agent also determines how polite he was in a call, if the customer feels happy about the outcome and if they will recommend the company to others. Being able to resolve the customer’s concern and make him feel satisfied after the call is one of the most important tasks of a call center employee.
3. Sell Products
4. Proper Documentation
5. Following Up on Unresolved Customer Concerns
Sometimes, issues are not resolved on the initial call. And because they are not yet resolved, a service ticket is created and followed up on. This may mean that an agent may need to consult their supervisor to find the solution to the problem. The agent may need further testing and experimentation to get a solution. Other times, this may mean having someone visit the customer to fix the issue personally. Following up on an issue that is not resolved before requires an agent to be patient. He may need to spend an extra hour or two to find the resolution to the problem.