![]() ![]() Log the nature of the call accurately against the customer’s account.Ensure that the customer is happy and that they do not have any other queries.Resolve most calls on the first contact or refer them to the correct department.Answer the call correctly, usually giving their name, the company they represent, and the department.Answer calls within a specific period of time.Responding to support tickets filled out over a web form.Īgents may have to deal with a wide variety of issues ranging:.The job of a contact center agent can be quite varied and interesting. This will greatly increase the time taken to resolve the issue. Handling live chat or email messages takes care and attention, since text-based communication is not always as clear as phone calls if the agent forgets to ask for some information in an early contact, then must send another email or chat message, it may take a while for the customer to see it. Non-voice agents may handle anything from simple account questions and bill payments, to pre-sales questions, account closures, and complaints. While a poorly handled phone call is unlikely to have a significant impact on a company’s image, a thoughtless Facebook message or tasteless Tweet could go viral and quickly become a PR nightmare for the company. This requires particularly good people skills. In some cases, they may handle social media-based support. This means that they need to be well organized, fast typists, and able to pay attention to detail. Non-voice call center agents may handle several chats at a time. Non-voice Contact Center AgentsĪgents that work in a non-voice contact center role provide a similar service to agents that work in call centers, but instead of speaking on the phone they answer support tickets, emails, and live chat. They may also be asked to use a dedicated PC for their work. In some cases, agents may be asked to install a dedicated line that is used only for calls and ticket work, so they don’t have to worry about other members of the household using all the available bandwidth for video streaming or online gaming, which would impair call quality in the process. ![]() They may also require workers to use a wired internet connection with a certain minimum speed requirement. Some outsourcing companies will provide agents with high quality headsets so that they know callers will always enjoy a consistent experience, regardless of who they reach. Customers should never have to contend with trying to make themselves heard by an agent that is working in a noisy coffee shop. ![]() If the agent will also be making or taking calls, however, then they will be expected to work in a quiet environment with a high-quality headset. Virtual call center reps can work from anywhere that has a stable internet connection all they need is a computer that is capable of running the chat interface or ticketing application. Others work for an outsourcing company and answer calls or tickets for several different clients. Just like in-house contact center agents, some virtual call center representatives are employed directly by a single company. Rather, they work from home using their desktop or laptop. Virtual Contact Center RepsĪ virtual call center rep is someone who works as a call center agent, but not at a central office. So while they may be working for an insurance company, a telephony company and a hotel all on the same day, the customer needs to feel like they are dealing with a dedicated representative. Since these agents represent more than one company, extra care must be taken to follow the correct procedures for each client account. Sometimes agents work for an outsourced contact center that handles customers from a variety of different companies. If you’ve ever wondered about the profession of these workers who handle our inquiries day in and day out, dealing with us when we’re sometimes confused, exasperated or even downright angry, here’s a small look at what goes on behind the scenes. A contact center agent is typically responsible for handling a large number of inquiries each day. The nature of the calls and messages they handle can vary from simple bill payments and order inquiries to complex support questions and complaints. Contact center agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies.
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