What does a Call Center Representative do?
A call center representative handles inbound and outbound calls for an organization. They attend to customer inquiries, resolve customer complaints and educate customers about the organization's products and services. A call center representative can be called contact center agent, customer sales representative, or telemarketing representative. They can progress to become a call center manager, customer services director or an operations manager.
Working as a Call Center Representative
The average day as a call center representative may consist of:
- Receiving and resolving customer complaints across multiple communication channels
- Attending to customers according to procedures and creating an excellent customer experience
- Educating customers about an organization's products and services
- Fulfilling a customer request, storing information in a database for future use and maintaining it
- Recognizing an opportunity for up-selling or cross-selling other products and services
How much does a Call Center Representative make in the United States?
Frequently asked questions
Will I be trained on the job as a call center representative?
Yes, most call centers have their proprietary software which they will train you on how to use.
Would working as a call center representative require fast typing ability?
Working as a call center representative requires a fast typing ability. You should practice typing to improve your skills.
I heard that call center representative work at all hours. Do I get to choose a time that suits me?
The work hours of your position will depend on the company. Be sure to ask during your interview about the available hours and whether you are able to set your own schedule.