Call Center Job Description

The call center job description provides a clear understanding of the call center agent's role in both outbound call centers and the inbound call center. The call center function varies from one industry to the next but there are tasks and skills common to most call center jobs regardless of company specifics. 

 

CALL CENTER AGENT

Inbound Call Center 

General Purpose

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. 

Main Job Tasks and Responsibilities

• answer phones professionally
• respond to customer inquiries
• research required information using available resources
• handle and resolve customer complaints
• provide customers with product and service information
• process orders, forms and applications
• identify and escalate priority issues
• route calls to appropriate resource
• follow up customer calls where necessary
• complete call logs
• complete call reports

Education and Experience

• proficient in relevant computer applications
• knowledge of customer service principles and practices
• six months or more experience in a call center environment
• customer service experience
• good keyboard skills
• knowledge of administration and clerical processes
• relevant product knowledge

Key Competencies

• verbal and written communication skills
• listening skills
• problem analysis
• problem solving
• customer service orientation
• organizational skills
• attention to detail
• initiative
• judgment
• adaptability
• team work
• stress tolerance
• resilience

Outbound Call Center 

General Purpose

Interact by phone with outside parties to solicit orders for goods or services, request donations, make appointments, collect information or conduct follow-up. 

Main Job Tasks and Responsibilities

• contact businesses or private individuals by phone
• deliver prepared sales scripts to persuade potential customers to purchase a product or service or make a donation 
• describe products and services
• respond to questions
• obtain customer information
• obtain possible customer leads
• data entry and maintenance of customer/potential customer data bases
• follow up on initial contacts
• maintain records of telephonic interactions, orders and accounts

Education and Experience

• proficient in relevant computer applications
• good keyboard skills
• knowledge of sales principles and methods
• knowledge of customer service principles and practices
• sales experience
• six months or more experience in a call center environment

Key Competencies

• communication skills - written and verbal
• persuasiveness
• problem solving
• adaptability
• initiative
• judgment
• tenacious
• resilient
• negotiation skills
• work under pressure
• high energy level
• planning skills