Call Center Agent Duties & Responsibilities

The role and function of a Call Center Agent includes the following duties and responsibilities:

  • Answer incoming calls and respond to customer’s emails
  • Management and resolve customer complaints
  • Sell products and place customer orders in the computer system
  • Route calls to appropriate resources
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the management team of trends in customer calls
  • Follow up customer calls where necessary
  • Identify and escalate issues to supervisors
  • Provide product and service information to customers
  • Research required information using available resources
  • Research, identify, and resolve customer complaints using applicable software
  • Process orders, forms, and application
  • Upsell products and services
  • Complete call logs and reports
  • Other duties as assigned

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

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