Call Center Agent

What Does Call Center Agent Mean?

A call center agent is an individual who handles inbound or outbound calls for a business. In modern call centers, call center agents are equipped with various digital tools and resources to help them accomplish more in their defined roles.


Techopedia Explains Call Center Agent

A call center agent may perform a number of important roles for a company, for example, providing customer service or selling products, determining customer eligibility for programs, updating valuable business intelligence, or benchmarking for quality. Businesses look for call center agents with specific skill sets, valuing agents who are quick, creative, organized and work well under pressure. Good communication skills are also vital for this job role. Professional call center agents use sophisticated IT architectures and digital tools, such as customer relationship management and help-desk solutions, to perform their tasks.


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Margaret Rouse

Margaret is an award-winning technical writer and teacher known for her ability to explain complex technical subjects to a non-technical business audience. Over the past twenty years, her IT definitions have been published by Que in an encyclopedia of technology terms and cited in articles by the New York Times, Time Magazine, USA Today, ZDNet, PC Magazine, and Discovery Magazine. She joined Techopedia in 2011. Margaret's idea of a fun day is helping IT and business professionals learn to speak each other’s highly specialized languages.