![]() ![]() As such, the job description of an outbound Call Center Representative would be focused on direct marketing programs, insurance claims, outbound lead generation, and prospect and market research. In some organizations, agents may be assigned to outbound calls depending on the needs of the client or account. These are potential new customers who are looking for more information that could help them decide to switch or walk away from your service or product.ĭuring an inbound sales call, an inbound sales agent establishes a relationship with the potential new customer by finding common ground and providing helpful information. Inbound Sales – In some cases, an inbound sales agent needs to answer calls from people who aren’t part of a company’s clientele. Moreover, you need to be capable of handling complaints and demands while still remaining calm and collected. As such, it’s imperial that a Technical Support Agent has a high level of patience. Most of the people calling here for help are likely to be those not versed in technology. The tasks range from fixing television signal issues to turning on computers. Technical Support – Call center agents that are more into technical support handle customers’ concerns regarding products related to technology. Furthermore, according to an article from Roi Call Center Solutions, an inbound CSR could also handle updates on mailing addresses, and questions regarding policies and practices. So, an agent has to be polite, respectful, understanding, and have a deep understanding of company policy when it comes to services.Ĭustomer Service – A customer service agent is tasked with handling returns, customer feedback, and over-the-phone payments. Unfortunately, some of these customers are going to be irate. Furthermore, an inbound call center also deals with complaints from customers. JOB DESCRIPTION OF AN INBOUND CALL CENTER REPRESENTATIVEįor inbound CSR agents, their tasks mostly revolve around handling questions from customers and resolving their concerns. ![]() As the name implies, an inbound CSR primarily answers calls from customers, meanwhile, outbound call agents call people themselves. The main difference between inbound and outbound calls is whether or not you’re answering or making calls. ![]() Increase customer loyalty by providing a positive phone experience.Organize and maintain customer databases.Determine whether or not clients are experiencing any difficulties.Make meaningful notes from your contacts with customers.When necessary, transfer calls to other members of the team.Utilize available resources to find the information you require.Give information regarding the company’s latest products and services.Provide a personalized service that meets the needs of customers.Provide solutions to complaints or issues from customers or clients.Answer inbound calls or make outbound calls.List of common tasks for call center agents in the Philippines: In order to handle the duties of the job, individuals must have certain skillsets to be ready for life as a Call Center agent. Still, the main skill that all call center agents need is good communication skills. As such, even if you’re inbound or outbound, you could still have different tasks assigned to you depending on your clients’ needs.īecause of this, agents need to be flexible as there will be times when unexpected setbacks occur. Just what exactly are the responsibilities of a call center agent in the Philippines?įor the most part, a Call Center Representative’s tasks go far beyond just taking or answering calls. Thus, those working in the industry are tasked to handle either inbound or outbound calls, or maybe both. Likewise, this means a position as a call center representative is still one of the most in-demand jobs in the Philippines, especially in 2022.Īfter its infancy, outsourcing to the Philippines gradually evolved into an industry primarily occupied by call center work. Being such a valuable part of the economy in the Philippines it’s apparent that the BPO industry in the Philippines will definitely be here to stay. Early outsourcing in the Philippines started out in 1992 and since then the industry bloomed thanks to “overly optimistic” government support.Īccording to an article from the London School of Economics, BPOs only come second to Overseas Filipino Workers (OFWs) when it comes to remittances. In the Philippines, the Business Process Outsourcing (BPO) industry is expanding at a rapid pace. ![]() What are the advantages and disadvantages of each? In this article, we’re going to discuss the tasks and responsibilities of a CSR in the Philippines for inbound and outbound calls. The job description of a Call Center Representative often depends on whether one is inbound or outbound (and often both). Share 0 Which is the Better Job Description for a Call Center Representative? – Inbound or Outbound? ![]()
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