How to become a Call Center Agent in Pakistan

What does a Call Center Agent do?

Call center agents handle high volumes of inbound and outbound calls, assist customers with inquiries and issues, process transactions, and maintain detailed records of interactions.

Typical duties

• Handle inbound and outbound customer calls professionally and efficiently.
• Identify customer needs and provide appropriate solutions or escalate issues.
• Process transactions, account updates, and service requests.
• Follow scripts and procedures while adapting to individual customer situations.
• Meet performance targets for call handling time, resolution, and quality.
• Document call details and customer interactions in the CRM system.
• Transfer calls to specialized departments when necessary.
• Participate in ongoing training to maintain product and service knowledge.

Frequently asked questions