Does anyone of you heard this line?

Sorry hindi sapat ang iyong load balance para

magpatuloy sa tawag na ito. Para patuloy na makatawag, siguraduhing laging may sapat na
load. Kung kayo ay tumatawag sa 808 para sa customer service assistance, kailangan naman ng
at least 1 peso na load. Kung mas mababa pa sa 1 peso ang load, idial ang 804 para sa
Customer service self- serve options. Maraming Salamat!

But have you ever ever asks yourselves who owns this voice? Yes, youre right! Its a
recorded message delivered by a call center agent. That line leads to the work of the call center
agents by dialing 808 or 804.
Working in a call center seems like an easy job at first glance. It's just about answering
phone calls, right? Wrong. Its not just that! There are many different works in call centers. And
they are also making phone calls.
So, do you have what it takes to be a CCA!? Now, come with me! Because Ill bring you to the
world of Call Center Agents!
What questions come to your mind when you hear call center agents?
First, what is a Call Center Agent?
-It is the person who handles incoming or outgoing customer calls for a business. A call center
agent handle account inquiries, customer complaints or support issues.
Second, What Call Center Agents do?
There are actually two types of call center agents, inbound and outbound.
INBOUND CALL CENTER AGENTS
-accepting calls
majority of their work are accepting calls from customers or potential customers rather than
the other way around
-customer focused
Simply because their main job is to assist the customers whatever their queries are. For
example, queries for products or services which their company offers.
OUTBOUND CALL CENTER AGENTS
It is the exact opposite of an inbound call center agent,
this time, majority of their work are engaged in making calls
sales focused
-It is because they are focused on customers or potential customers that they would like to
get in touch with. Simply stated, they are targeting them for a sale.
 Note: You are considered to be an Inbound Call Center Agent if more than 50% of your
works are in accepting calls. In contrast, you are considered to be an Outbound Call Center
Agent if more than 50% of your works are in making calls.

Responsibilities
-to ensure the customer's first line of contact with a company. In laymans term, they
are the front liners in maintaining the good relationship between the company and its
customers.

Different Works of a CCA

Customer Service Representatives

-An Inbound Call Center Agent

Customer service representatives interact with customers on behalf of an

organization.

-They provide information about products and services, take orders, respond to
customer complaints, and process returns.

Technical Support Representatives

- Another Inbound Call Center Agent
-They provides technical and network problem resolution to customers by performing
a question diagnosis while guiding users through step-by-step solutions. They perform by
clearly communicating technical solutions in a user-friendly and professional manner.

Difference
Customer service representative usually includes giving away information on
products and pricing.

Technical support representative usually offer help when services aren't working as
expected, and will take care of dispatching technicians and sending replacements.

However, this differs slightly from one company to the other.

Human Resources staff
-An Outbound Call Center Agent. Simply, because this representative is concerned with
recruiting potential employees.

Before I end this, Let me Leave you a Quote.

That completely explains the work a Call Center Agent! Its more on listening than speaking.
Thank You!