Answering Calls: Agents must handle incoming calls from customers, addressing inquiries, providing information, and resolving issues efficiently and courteously.

Making Outbound Calls: They may also need to make outbound calls to follow up on customer inquiries, confirm orders, or conduct surveys.

Providing Information: Agents should be knowledgeable about the company's products or services and be able to provide accurate information to customers.

Resolving Issues: Handling customer complaints and resolving issues effectively and in a timely manner is a key responsibility. This might involve troubleshooting problems, coordinating with other departments, or escalating issues to supervisors when necessary.

Recording Information: Agents need to accurately document customer interactions, including issues raised, solutions provided, and any follow-up actions required. This information is often logged into a customer relationship management (CRM) system.

Upselling and Cross-selling: In some cases, agents may be tasked with promoting additional products or services to customers during their interactions, contributing to sales revenue.

Maintaining Professionalism: Agents should maintain a professional demeanor at all times, remaining patient, empathetic, and courteous, even when dealing with difficult or irate customers.

Following Company Policies: Adhering to company policies and procedures, including those related to privacy, security, and customer service protocols, is essential.

Continuous Improvement: Agents may be expected to participate in training sessions and workshops to improve their product knowledge, communication skills, and problem-solving abilities.

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