Business Process Outsourcing News and Information

Basically a customer service representative/executive/agent has to directly interact with customers. It can be either inbound and outbound process executed via telephone, email, chat and fax. It may also include transaction processing by using a computer. These days, however, a normal call center agent making and receiving calls also work with computers. 

They also have to work on queues as required. They have to understand customer queries, customer requests and has to act accordingly in the minimum time period. Managers make a record of employee's average handling time. Understanding customer and showing empathy (not sympathy) to him or her is one of the prerequisites. Handling angry or irate customers , solving their issues and possibly up and cross selling them related products are also part of the job.

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