What is a Call Center?
by Shritz.com

A Call Center is basically an office environment where employees who call themselves "agents" or "customer service representatives" deal with customers' issues and concerns over the phone, thru email, or on chat. Through outsourcing, call center companies serve multinational companies from anywhere in the world in different industries like telecommunications, finance, cable tv, internet service providers or ISPs, and more.

In a call center, here the following types of job positions that anyone can apply to;

INBOUND AGENT - employees who answer calls from client customers for different issues and concerns, gives product information and sometimes even handles complaints from callers.

OUTBOUND AGENT - employees who makes calls to potential customers who would want to avail products or services of a particular company. Usually his or her main goal is to make a sale and surpass a required quota to get commissions and or bonuses.

TECHNICAL SUPPORT REPRESENTATIVE - employees who takes inbound calls and deal with troubleshooting software/hardware issues, provides technical assistance like providing step by step procedures on how to do a certain task to achieve a certain purpose. They may also answer queries like contact infos among others.

TEAM LEADER - as the name implies, a team leader handles a group of 15 - 20 agents under his or her leadership and provides assistance, coaching and motivation to agents so thay can perform at optimum level then evaluates their performance and productivity.

TRAINER - as the name implies, a trainer has to train incoming agents with enough reinforcement and information so they can habdle calls once they hit the floor. Training has two levels, first the accent training where agents are being trained to speak English very well in manner that callers could understand and next is the product training where agents will get to know which tools will they use on their stations to enhance productivity

QUALITY ASSISTANCE or ASSURANCE - they are the one who monitor how agents handles calls and informs and coaches agents how they should handle calls. They always notify Team Leaders and agents to follow quality guidelines.

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