Contact Centre Agent Duties & Responsibilities

The role and function of a Contact Centre Agent includes the following duties and responsibilities:

Provide customers with needed information and support
Make outbound calls.
Receive inbound calls
Utilize computer technology to handle a high volume of calls
Send and reply emails and messages
Work closely with Team leads, supervisors and contact centre managers to ensure synergy and all-time customer satisfaction
Adherence to call script and call centre policies.
Compile reports.
Ensure that customers/callers are satisfied.
Gather information from customers.
Consistently ensure call(outbound/inbound) quality
Contributes to team effort by accomplishing related results as needed.
Exhibiting competent product Knowledge.

Note that this is not an exhaustive list of Contact Centre Agent duties and responsibilities. Job functions for specific Contact Centre Agent roles may vary, depending on the industry and type of employer.

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