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    Call Center Agents and Customer Service Representatives: How Do These Differ!

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    Charm Angeles
    Call center agents primarily handle inbound and outbound phone calls for a business, following scripts to identify customer needs and resolve issues. Customer service representatives have a broader role, answering customer questions through various channels like phone, email, social media. They provide technical support and help with issues like accounts, subscriptions. While the terms are sometimes used interchangeably, call center agents focus mainly on phone support, while customer service representatives have a more comprehensive role addressing customers' needs through multiple channels of communication.

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    Call Center Agents and Customer Service Representatives: How Do These Differ!

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    Charm Angeles
    32 views3 pages
    Call center agents primarily handle inbound and outbound phone calls for a business, following scripts to identify customer needs and resolve issues. Customer service representatives have a broader role, answering customer questions through various channels like phone, email, social media. They provide technical support and help with issues like accounts, subscriptions. While the terms are sometimes used interchangeably, call center agents focus mainly on phone support, while customer service representatives have a more comprehensive role addressing customers' needs through multiple channels of communication.

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    Call center agents primarily handle inbound and outbound phone calls for a business, following scripts to identify customer needs and resolve issues. Customer service representatives have a broader role, answering customer questions through various channels like phone, email, social media. They provide technical support and help with issues like accounts, subscriptions. While the terms are sometimes used interchangeably, call center agents focus mainly on phone support, while customer service representatives have a more comprehensive role addressing customers' needs through multiple channels of communication.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    32 views3 pages

    Call Center Agents and Customer Service Representatives: How Do These Differ!

    Uploaded by

    Charm Angeles
    Call center agents primarily handle inbound and outbound phone calls for a business, following scripts to identify customer needs and resolve issues. Customer service representatives have a broader role, answering customer questions through various channels like phone, email, social media. They provide technical support and help with issues like accounts, subscriptions. While the terms are sometimes used interchangeably, call center agents focus mainly on phone support, while customer service representatives have a more comprehensive role addressing customers' needs through multiple channels of communication.

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    of 3

    Jenny James, works at Digital Marketing

    Answered Apr 18

    Call center agents and customer service representatives: How do these differ!

    Talks are rife over the difference between call center agent and customer support
    representatives. Both the terms are said to be synonyms for each other and used
    interchangeably. However, these have a mere line of difference and are not similar in the
    literal meaning. Many times, we use them against each other but some small differences
    make them, unique from each other. First, lets’ go as their definition says:

    Call center agent:

    A call center agent is a person designated to take care of all incoming and outgoing
    calls for a business. The call center agent follows communication scripts when talking to
    the customer initially and aim at bringing enhanced customer satisfaction. The agent is
    liable to identify customer needs, inform the business about it, build a customer-
    business relationship, keep records of all customer calls so that it can be used later,
    improve business performance, etc. The call center agent is required to be
    knowledgeable, flexible, and organized.

    Customer service representative:

    Customer service representatives work to talk to customers and look after their
    complaints, order information, give details about business products, services, etc. These
    representatives are required to have good communication skills, computer knowledge,
    problem-solving attitude, etc. Their primary responsibilities are answering queries,
    listening to complaints, giving refunds as per policies, looking after changing and
    canceling products, etc.

    The key difference between the two are:

    • A Customer Service Representative (CSR) is responsible to look after the customers’


    efficiency by making things like product knowledge, updates on business product
    changes, refunding, etc. available with ease. These representatives cater to solve all
    customer issues related to business product and service. Whereas talking about call
    center agents, they answer customer queries over call majorly and when the agent is
    unable to solve customer concern, another agent takes the call. Many companies have
    call center agent that only look after customer calls and queries that can be solved over
    calls, but representatives solve practical issues related to business products.
    • Additionally, call center agent is also known as call support service provider that looks,
    after all, calling services, however, the customer service representatives offer the IT or
    technical support.

    • A customer service representative looks after advanced call distribution however, a call
    center agent looks only after efficient call handling services to give services over calls.

    Wrap up:

    The basic difference between the two is the job designation, based upon the needs of
    the business. Both are interchangeably same however, some basic differences in work
    makes them different as discussed above. The call center agent handles inbound and
    outbound calls and looks after call-centric services, however, the CSR works on the
    process requests for which she/he uses a variety of service means. Customer service
    representatives are very technical and solve all tech-related issues, which the call center
    agent may not do. The agents on the other hand only cater to look after telemarketing,
    billing concerns, sales information, etc.

    Mayur Technosoft, Digital Marketing Company in India


    Answered Oct 13, 2018

    Call Center Agents and Customer Service Representatives, both these people cater to
    absolutely different issues. While the call center agents are basically a group of trained
    professional, those are expertise to handle the customer concerns and provide them with a
    support. They provide a wide variety of services over phone to the business clients. It can
    vary from telemarketing, billing concerns, sales representatives etc.

    On the other hand, the customer service representatives mainly offers the IT or technical
    support. They are the ones who attend to all the needs of a customer technically. They may
    help the business clients in respect to questions related to their accounts, subscriptions,
    how to etc. These people are well equipped to handle customer queries related to a
    business.

    The basic difference in the job description is based on the needs of the business. The
    success rate at both these profiles is affected by the metrics and use of right tools. The call
    center agents handle a variety of inbound and outbound calls for a specific company,
    whereas the customer service representative works on the process requests from a variety of
    means.
    For more blog you can visit at - Mayur Technosoft

    Bamikole Ojo, Worked in and around call centers for more that 12 years
    Answered Jun 16, 2017

    Call center is an essential part of customer service, it is the channel where companies make
    outbound calls to their customers or receive inbound calls from their customers. So it is like
    a unit/dept in customer service. But customer service do much more that that, we have
    collection units,back offices, social media channels, email channels etc

    So a call center agents attends to calls over the phone (inbound/outbound) while a
    customer service representative can do call center job + other functions, or just does other
    functions.

    https://www.quora.com/What-is-the-difference-between-call-center-agents-and-customer-service-
    representatives

    https://psa.gov.ph/sites/default/files/3rdQ2008.pdf

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