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The voice of the company

The initial contact for customers on the telephone, call centre agents (operators) offer advice while striving to ensure customer loyalty and create a positive image of the company. These agents answer queries about order tracking, complaints or any other request for information. The centre agent may also cold-call existing and potential customers to sell the company's services or products. Although most agents talk to their customers by telephone, they are increasingly communicating with them via tablets or PC using online chats. This task calls for excellent spelling.

Call centre agents are often employed by commercial businesses, for example, mobile phone operators or credit agencies.

Skills required: a talent for sales – patience – politeness – responsiveness – an ability to cope with stress

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