Main Responsibilities and Required Skills for a Call Center Agent
A Call Center Agent is a professional who plays a crucial role in providing customer support and assistance over the phone or through other communication channels. They serve as the primary point of contact for customers, handling inquiries, resolving issues, and ensuring customer satisfaction. In this blog post, we will describe the primary responsibilities and the most in-demand hard and soft skills for Call Center Agents.
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Main Responsibilities of a Call Center Agent
The following list describes the typical responsibilities of a Call Center Agent:
Accomplish
Accomplish sales and organization mission by obtaining results.
Achieve
Achieve monthly KPIs and metrics, such as Call Handle Time and Abandon rates.
Adapt to
Adapt to new technologies and communication channels.
Adhere to
Adhere to all Service Center specified and client driven standards for daily work order processes.
Adhere to company policies and procedures at all times.
Adhere to department and company-wide policies.
Adjust
Adjust daily team / staff assignments to accommodate workloads and priorities.
Advise
Advise on payment plan alternatives such as loss mitigation and the means of applying.
Aid
Aid staff on computer, telephone, fax, and copier operations.
Alert
Alert Management of any global issues reported in any Facebook group page.
Answer
Answer calls and respond to emails.
Answer calls professionally.
Answer first level phone calls concerning representative accounts as well as policies and procedures.
Answer heavy inbound calls from Patients.
Answer inbound calls from members regarding their benefits.
Answer incoming calls from clients regarding pass due invoices / statements.
Answer incoming calls promptly and professionally.
Answer questions regarding commission statements, adding or removing users from accounts.
Assist
Assist centers and dealers with reservations and additional tasks.
Assist customers in navigating company websites or online platforms.
Assist customers with clear communication and step-by-step solutions.
Assist customers with troubleshooting and problem-solving.
Assist in training other Contact Center staff through mentoring.
Assist with enrollment for new agents.
Attend
Attend a 4-hour training to learn script / how to handle calls.
Build
Build trust with clients and customers through honest and caring customer support.
Close
Close out sale via telephone.
Close sales and achieve daily / weekly quotas.
Collaborate
Collaborate with team members to achieve performance goals.
Communicate
Communicate all appointment activity with appropriate managers and sales people.
Communicate with patients via multiple channels.
Communicate with Team Leader and internal departments when a case requires escalation.
Complete
Complete accurate patient registration.
Complete all responsibilities as outlined on annual Performance Plan.
Complete and pass all mandatory trainings for BMS and JLL.
Complete Benefit Plan if eligible.
Complete MD Paging requests as directed by a Consulting Nurse.
Conduct
Conduct customer satisfaction surveys and gather feedback.
Conduct inbound sales chats with customers.
Contact
Contact present customers (phone, email) to maintain and improve customer loyalty.
Coordinate
Coordinate and schedule technician when needed.
Coordinate with Field Engineer (FE) during onsite visits.
Create
Create and maintain logs, reports, records and files.
Create and updates customer files for Customer Management and scheduling systems.
Create a warm, and pleasant experience for clients.
Create customer profiles, document data in CRM tool.
Define
Define, diagnose and troubleshoot consumer product problems.
Demonstrate
Demonstrate empathy and understanding towards customers' needs.
Discuss
Discuss forbearance and other COVID related assistance options available to customers.
Document
Document all interactions and keep detailed records.
Engage
Engage and educate customers regarding rules and regulations surrounding programs.
Engage clients in personable conversations about various products and their benefits.
Ensure
Ensure high levels of customer satisfaction through excellent customer service and product knowledge.
Ensure high levels of customer satisfaction through excellent sales service.
Enter
Enter customer information.
Escalate
Escalate calls to supervisor when necessary and appropriate.
Escalate complex problems to the appropriate department.
Escalate customer complaints and / or calls to your manager when necessary.
Escalate issues for action as appropriate to more senior or specialized staff for immediate action.
Execute
Execute additional tasks related to the role.
Follow
Follow all center policies and procedures.
Follow call center scripts and guidelines when necessary.
Follow sales and service guidelines according to the type of calls.
Follow-up
Follow-up and compete all work as per established call center guidelines.
Follow-up customer calls where necessary.
Follow-up in a manner that results in the customer visiting the dealership.
Follow-up on appointments and reschedule no-show appointments.
Follow up on customer issues to ensure resolution.
Handle
Handle and carefully respond to all inquiries.
Handle and resolve customer complaints.
Handle customer inquiries both over the phone and by email.
Handle customer inquiries via email, live chat, or social media.
Handle incoming calls, average 40-50 per day.
Handle irate or difficult customers professionally and calmly.
Help
Help place online orders promptly and efficiently through the phone or by email.
Identify
Identify and assesses customers' needs.
Identify and coordinate the method for record retrieval with provider offices.
Identify and escalate priority issues.
Identify and implement opportunities for process improvements.
Identify problems on the account and escalate appropriately.
Inform
Inform clients by explaining procedures.
Inspire
Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products.
Interact with
Interact and work with other department personnel.
Keep
Keep the client informed of the progress of their application.
Keep up-to-date with product knowledge and industry trends.
Lead
Lead from Credible Sources with an interest in learning about solar energy and home improvement.
Learn
Learn skills needed to secure payments.
Maintain
Maintain and updates customer information as necessary.
Maintain a positive and customer-focused attitude.
Maintain a positive, can-do attitude in the face of rejection.
Maintain composure, even in very difficult situations.
Maintain customer databases and update customer information.
Maintain great HCM quality standards.
Maintain quality records in relation to operations.
Maintain records of accounts, contacts and orders.
Make
Make outbound calls (10-15 daily) to customers and merchants to follow-up on outstanding questions.
Make outbound calls for follow-ups or surveys.
Make outbound calls to existing donors.
Make outbound calls updating the credit data.
Make various changes to representative accounts, such as debits and credits.
Manage
Manage client driven KPI / service levels according to the MSA.
Manage data entry with regards to the customers and calls.
Manage inbound calls and customer service inquiries.
Manage inbound chats and close sales.
Manage time effectively to handle a high volume of calls.
Maximize
Maximize time available to customers to resolve concerns the first time.
Meet
Meet Daily, Weekly and Monthly goals.
Meet or exceed individual and team targets.
Monitor
Monitor current competitor rates and maintain inventory records.
Monitor individual performance of all Call Center staff.
Monitor telephony queue time to maximize productivity.
Obtain
Obtain client information by answering telephone calls.
Offer
Offer the customer an alternative item if the item requested is out of stock.
Offer upgrades and pre-sales assistance when applicable.
Participate
Participate in ongoing training and development programs.
Perform
Perform appointment making processes in Epic as directed by a consulting nurse.
Perform daily call metrics to meet expectations.
Perform inbound / outbound calls regarding past due invoices (early stage delinquencies).
Perform intake prep and enter patient information and insurance into patient profile.
Perform other customer service duties as required.
Perform verification of credit.
Plan
Plan, coordinate, report and assist with the day-to-day operations of the Call Center.
Practice
Practice exceptional customer service and telephone techniques.
Process
Process incoming customer and client emails accurately and timely fashion.
Process orders, forms, and applications accurately.
Provide
Provide accurate and helpful information to customers.
Provide accurate and timely updates on the record retrieval status to clients.
Provide consumer product and technical support via telephone and email.
Provide customers with product and service information.
Provide excellent customer service and demonstrate a passion for helping others.
Provide excellent customer service support.
Provide exceptional customer service skills, empathize with customers and build relationships.
Provide feedback and recommendations to your manager on ways the company can improve.
Provide feedback and suggestions for process enhancements.
Provide feedback reports on call issues related to downtime and / or training issues.
Provide preliminary information and general assistance in claim activities.
Provide service to customers via telephone and / or electronically.
Provide support for clients by helping them to manage their accounts and products.
Provide technical support for products or services.
Provide timely responses to customer phone or e-mail communication and written correspondence.
Provide written and verbal responses to customer inquiries as needed.
Reach
Reach and exceed weekly and monthly goals.
Receive
Receive inbound sales calls from customers.
Receive orders, reconciles information, tracks on spreadsheets, and follows up with customers.
Reduce
Reduce client delinquency.
Refer
Refer unresolved disputes to the appropriate staff.
Research
Research and resolve customer accounts and issues.
Research, assist, resolve, deescalate inquiries pertaining to loyalty reward accounts.
Research information regarding deductibles, claim status, providers, etc.
Research required information using available resources.
Resolve
Resolve billing or payment-related inquiries.
Resolve customer complaints and issues in a timely manner.
Resolve customer questions, complaints and collections inquiries in a professional, helpful manner.
Resolve effectively and professionally any concerns or issues.
Respond to
Respond to all requests (by Email / Phone / Other) from our customers.
Respond to requests for assistance.
Review
Review ATM debit card claims.
Route
Route messages and callers to the appropriate staff member in a timely manner.
Route qualified opportunities to the appropriate sales openings.
Source
Source new sales opportunities through outbound calls.
Strive
Strive to meet and exceed performance objectives.
Take
Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
Take financial information by phone to determine payment plan eligibility.
Take inbound calls from our customers.
Take that first one by applying to be a Finance Call Center Representative.
Track
Track call-related information for auditing and reporting purposes.
Transfer
Transfer information to customers.
Transfer / refer consumers to appripriate entities according to the established guidelines.
Understand
Understand insurance and HIPAA regulations.
Understand their storage needs and recommend an appropriate storage unit.
Update
Update and verify guarantor insurance information.
Update contact inofrmation.
Update CRM database with detailed information regarding customer inquiries.
Update existing customer information.
Update the patient account record to identify actions taken.
Upsell
Upsell or cross-sell products and services when appropriate.
Use
Use sound investigative skills by using your extensive analytical ability.
Utilize
Utilize call flow scripts to engage, excite and educate homeowners.
Utilize computer system to verify and document customer requests.
Verify
Verify ambulance, fire, and Police dispatch authority for new contracts.
Work with
Work closely with colleagues.
Work collaboratively with other departments for issue resolution.
Work from home after training, Must have internet.
Work in a safe manner and reports unsafe activity and conditions.
Work with borrower on repayment plan.
Work with existing customers by answering questions, taking payments and resolving concerns.
Work with minimal supervision.
Work with sales department to develop enhance strategies and techniques.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Call Center Agent:
Proficiency in using call center software and customer relationship management (CRM) systems.
Familiarity with telephony systems and call center equipment.
Ability to navigate and utilize various computer applications and software.
Typing speed and accuracy for efficient data entry.
Knowledge of troubleshooting and basic technical support.
Understanding of sales techniques for upselling and cross-selling.
Basic understanding of billing and payment processing systems.
Familiarity with online chat platforms and social media channels.
Competency in using email and web-based communication tools.
Ability to generate and analyze reports to track performance metrics.
Most In-demand Soft Skills
The following list describes the most required soft skills of a Call Center Agent:
Excellent verbal and written communication skills.
Active listening to understand customers' needs and concerns.
Empathy and patience in dealing with customers' frustrations.
Problem-solving skills to find effective solutions.
Adaptability to handle various customer situations and demands.
Multitasking abilities to manage multiple inquiries simultaneously.
Time management skills to meet call handling targets.
Positive attitude and professionalism in all interactions.
Teamwork and collaboration to work effectively with colleagues.
Conflict resolution skills to handle difficult customer interactions.
Conclusion
Being a Call Center Agent requires a diverse skill set that encompasses technical proficiency, effective communication, problem-solving abilities, and a customer-focused approach. It's a challenging yet rewarding role that plays a vital part in ensuring customer satisfaction and maintaining the reputation of the company. By continuously honing their skills and embracing a customer-centric mindset, Call Center Agents can excel in their role and make a significant impact on the success of the organization they represent.
