Does call center job have crossed your mind? It did to me. I have applied several times but was not qualified yet. I didn’t know why I’m determined to be an agent but all I know, this is what I wanted to do. As Steve Jobs once said, “Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do. If you haven’t found it yet, keep looking. Don’t settle. As with all matters of the heart, you’ll know when you find it”. And that’s where I am now, satisfied and engaged with what I do.
Call center agent or customer service representative (CSR) takes incoming calls (calls you receive) and do also outbound calls (you make the call) if there’s need to follow up. You route calls to appropriate department by either cold transfer (putting caller directly in que without introducing to the next person) or warm transfer (introduce caller to the next person). You update and verify vital information on the account, you complete counsel (provide all the information on what you knew is helpful to the caller such as unspoken needs to avoid repeat calls). It requires patience, your willingness and passion to help customers. Customer satisfaction is your goal by acknowledging and meeting psychological and business needs.