The employee who handles incoming or outgoing calls. Also referred to as operator, telephone employee, customer service representative (CSR), rep, customer service professional, telemarketer, help desk employee, customer service representative, customer contact employee, customer advisor etcetera. The agent can work on multiple channels: voice (telephony), email or digital channels.
Most common tasks:
- analysis and handling of customer questions;
- to apply customer service policy;
- carrying out retention activities;
- solving customer problems;
- informing customers about the products and services offered;
- matching customer needs and product benefits;
- complete and accurate entry/recording of transaction and customer data.