What is a Call Center Agent?

Call center agents, also called Customer Service Representative(CSR), Telephone Sales or Service Representative(TSR), attendant, associate, operator, account executive or team member. What the name may be, all call center agents are there to accommodate customers over the phone.

Living a life of a call center agent is actually strange. Unlike most of the jobs here in Cebu, we start our shift when everybody else is about to sleep. We tend to be awake most of the night until the next day to accommodate our customers through the phone. Though most of the call center agents prefer the morning shift due to the fact that there are less calls and less hassle, some would rather prefer the night shift because they're already used to the lifestyle. Working in the morning shift and weekends off is what we call "normal life" in the world of call center.

Voice is our treasure. Most of us has to drink for more than 20 glasses a day to keep up with the next customer. Speaking for about 8 hours without breaking needs that fuel. Some would fuel up before assisting customers through the phone and some would rather bring a tumbler with them to sip water in-between calls. We basically start off by logging in to our designated computers and ready our tools, wait for calls from customers who needed assistance and hope to end the conversation with a satisfying customer. Though you could possibly have a really big problem with the customer at times, but this is how it really works in the call center industry.

Most of us would be sleeping in our quiet rooms after our shifts and some would rather go out and have fun at their recreational areas to have their minds off from work even just for a while. Though there are also some who would rather sleep in their sleeping lounges during their breaks and lunch to get some sleep.