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5 Common Questions People Have About Working as a Contact Center Agent

Working as a contact center agent is a tempting prospect for anyone looking to make extra money and get experience.

Being a customer’s first point of contact, effectively serving as the voice of the company, you can say that working as an agent is definitely an interesting job.

With this work so coveted, you can imagine people have a lot of questions about it. Quite understandably, it’s better to know a lot of information before seeking a job.

There is no need to worry, as we have put together five of the most-asked questions about this type of work.


1. What Does a Contact Center Agent Do?

It depends on what type of role you will fulfill. There are different types of contact center agents, handling inbound and outbound work.

The first type, inbound, involves answering incoming customer calls. The most important responsibilities include:

  • Handle customer inquiries regarding a topic or product.
  • Listen and address customer complaints.
  • Troubleshoot and resolve issues and concerns.

woman on the phone looking outside window

The second type, known as an outbound agent, makes calls to customers on behalf of the company, acting as a telemarketer. Some of the duties include:

  • Call customers to recommend new products or offers.
  • Schedule sales appointments with customers.
  • Solicit information for surveys.


2. Do I Need Any Previous Experience?

One of the biggest attractions of this job is that anyone can do it. Working as an agent usually doesn’t require any previous experience whatsoever.

That’s why it is such a popular career choice for students, retirees and stay-at-home parents. It offers them a sure-fire way to land a stable job and to develop themselves.

While previous experience is always welcome, it is not mandatory. What counts are the employee’s personal skills, which ties in with the next question.


3. What Skills Do I Need to Be Good?

As a contact center agent, emphasis will be put on your soft skills. So, it’s important to know what kind of skills are necessary to land the job.

If you are a people person and have general computer competency, you’re well-positioned.

Mastering the job does require certain skills, however. They include:

  • Attention to detail
  • Adaptability Empathy
  • empathy
  • Patience
  • Excellent communications
  • Positive attitude

Also, being bilingual is a big plus.


4. Are There Opportunities for Growth?

As mentioned earlier, working as an agent is a great staring place. Once you get the job, it is your window to many other positions.

women shaking hands in a work environment

For example, starting off from the entry-level position, you can make your way up to a lead position.

Andrea Ayers is well known for beginning her career as a call center trainer and ended up becoming the CEO of Convergys, a customer service outsourcing company.


5. Is the Job Stressful?

All jobs can be hard at times. You should expect that there will be days when you will have a lot of calls and not all of them will be stellar.

The bad times are offset by rewarding moments when customers praise you for the help.

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