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What are the roles and responsibilities of an agent in an outbound call center?

What are the roles and responsibilities of an agent in an outbound call center?

6/6/2007

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Question
What are the roles and responsibilities of an agent in an outbound call center?

Answer
The roles and responsibilities of a contact center agent, regardless of call direction, are the same. As the front line interface with customers, call center agents play a critical role in the success of a company. Agents are responsible for accurately and professionally addressing customer inquiries and processing transactions while adhering to all internal policies and procedures. Agents are accountable for meeting all established departmental goals, including key performance indicators (KPIs) for sales, productivity, overall effectiveness, quality, customer satisfaction, etc.

The purpose of an outbound call center will determine the specific responsibilities (and KPIs) of its agents. Outbound call centers are used predominantly for sales, collections, customer loyalty calls and customer service.

Here are some of the KPIs used to measure agents in outbound call centers:

Productivity

  • Number of calls attempted
  • Number of calls completed
  • Average talk time
  • Average wrap/work time
  • Average handle time

General:

  • Percent of time spent on non-call activities
  • Schedule adherence

Effectiveness:

  • Call first contact resolution rate (FCR)
  • Percent of complaint calls
  • Number of call transfers
  • Number of calls escalated to supervisor

Quality

  • Call QM scores
  • Product knowledge
  • Technical knowledge
  • Communication skills
  • Problem resolution skills
  • Adherence to policies /procedures
  • Accuracy of transactions/quotes
  • Script compliance

Customer Satisfaction

  • Customer survey satisfaction rating
  • Number of customer complaints/issues

Revenue

  • Number of calls where a sale was attempted
  • Number of sales closed
  • Revenue per sale
  • Total revenue
  • Number of cross-sell/up-sell attempts
  • Number of cross-sell/up-sell successes
  • Number of leads generated
  • Number of new accounts
  • Number of saves attempted
  • Number of saved accounts

Collections

  • Number of calls attempted
  • Number of promises-to-pay
  • Dollar amount of promises-to-pay
  • Dollar amount collected

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