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!