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.
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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