Call center agent
As a call center agent or call center agent (German also "Phone Agent") are referred to those in their main business phone calls with both private and business customers of companies lead or other organizational structures in commercial matters.
The working environment is usually an open-plan office with several telephone computer terminals, the call center . At work, a distinction is made between passive (inbound: the telephone agent is called) and active (outbound: the telephone agent starts the call) activity. Call center agents are paid either with a fixed salary or according to a commission-based graduation.
It is mostly a simple apprenticeship , so the hourly wages are at the helper level. About 80% of all call center agents are women.
The call center agent usually needs specialist knowledge of the industry or the product that he sells or that he provides information about. In addition, he should be trained in how to deal with people psychologically and how to conduct conversations efficiently. There are less formal employment criteria, but informal ones, namely:
- pleasant resilient voice
- professional interaction with people
- positive charisma with high stress resistance
- efficient, fast way of working
- Basic knowledge of PC applications
Training courses
Training courses in the branch are offered by the Chamber of Commerce and Industry (IHK):