Blended Account CSR Role

Key Takeaways

Call center agents help customers answer questions and solve issues across various channels, including processing payments, assisting with orders, and addressing complaints.

The responsibilities of call center agents include follow-up calls, selling products/services, conducting market research, updating databases, and reporting recurring issues to management.

Essential qualifications for a call center agent include a high school diploma, excellent communication, writing, and problem-solving skills, attention to detail, time management, and a team player attitude.

Nice-to-haves for call center agents include previous call center experience, tech-savviness, and multilingualism.

A great call center agent needs confidence, resilience, motivation, proactivity, the ability to perform under pressure, and personal interaction skills, which ultimately contribute to a positive client experience and job satisfaction.

Inbound calls

Inbound calls are those calls that customers make in order to ask for assistance. Call center agents answer their questions, solve issues, assist with orders, and more. In short, agents make sure that any customer’s inquiry is resolved or is in the process of being resolved.

Outbound calls

Generally, this term refers to call center agents contacting customers with the intention to offer a product or service. Some may know it as cold calling. Though, sales are not the only purpose of outbound calls. Agents can also follow up with clients to make sure all their past issues were successfully handled and if not, offer further assistance.