This week’s career memes pay cheeky tribute to call centre agents, those individuals who handle incoming or outgoing calls for a business, usually in a customer service capacity.
Call centre agents respond to customer queries and requests and strive to resolve their problems as efficiently as possible, all while adhering to company policy.
Call centre agents require excellent interpersonal skills to understand customers’ inquiries or complaints and to effectively deal with customers who may be upset. The agents also require good knowledge of their company’s telephone and computer systems in order to handle calls.
Call centre agents may not only deal with customers on the phone, but also via email, internet and instant messaging, and thus may work in telephone call centres or multimedia contact centres.
An agent’s work schedule can vary, ie, they may work different shifts, so it helps if they are flexible with their time.
In Ireland, a call centre agent/customer service agent can expect to earn an average salary of €18,662-€26,971, according to PayScale.com.