WxCC Integration-3

Call Center Agents

What is Call Center Agents?

Call center agents handle inbound and outbound calls, working on behalf of organizations with a centralized, often outsourced agency.

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Call center agents: the synergy between customer and company.

Call center agents provide the link between customer and company. Call center agents serve as the voice of an organization’s brand to its customer by handling calls directly and answering client queries, complaints, and concerns. These customer service representatives are the frontline defense for a company’s reputation. Therefore, having trained and efficient call center agents is essential to maintaining customer satisfaction for a company.


The importance of call center agents to a company’s success

If a customer receives subpar service on a call, they could easily take their business elsewhere. Agents must be properly trained with the knowledge and expertise of company policy and operations to effectively communicate with customers across communication channels. An agent must possess a certain skill set to carry out their job successfully – being informative as well as accommodating to concerned and inquisitive clients.


Channels of Communications for Contact Center Agents:


Besides handling incoming and outbound calls, contact center agents manage a variety of communications channels:


  • Answering and directing incoming calls;
  • Outbound calls to potential and, or existing customers;
  • Handling emails and customer queries;
  • Answering and making individual or mass SMS messages;
  • Engaging in live chat for maintaining online customer service;
  • Handling surveys for customer satisfaction and database purposes;
  • Technical support and assistance for products and services.


The role of a contact center agent

A contact center agent’s role is to provide customer relationship management while utilizing digital solutions and IT structures. The significance of this role in a company is to efficiently navigate customer relations as well as collect and compile client data.

To meet customer concerns and demands - an agent must be able to function under high call volumes, handle demanding customer complaints, and have a problem-solving mindset. A customer center agent must be quick, and well-versed in company policy and be able to adjust to different customer personalities and needs.


The direction of contact center agents: inbound and outbound


    • Inquiries – Answering inquiries from prospective clients from online forms and live chat or query calls is a fundamental task of agents.
    • Complaints – Addressing customer complaints is the crux of a contact agent’s work.
    • Tech support – Many customers require technical support, contact center agents can solve technical issues and troubleshoot problems for customers over the phone.


    • New clients – Following up with leads is an essential function of outbound call strategies. This allows for company growth by improving its business and expanding its work through taking in new clientele.
    • Generate leads – Making outbound calls to generate new client leads is essential to marketing success for outbound strategies.
    • Data collection – Data collection optimizes a company’s efficiency. By allocating this task to agents, an organization can more efficiently build and maintain an accurate clientele database. By taking customer surveys and information, a company can significantly improve its business and better fulfill customer needs.


With most businesses online, contact center agents are front and center in the delivery of customer experience. Contact center agents address customer queries and concerns immediately across a variety of communication channels.


For more information on workforce optimization and contact center agent workforce management, contact Eleveo!