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With a contingent of 17 agents, one center handles 65 percent of the total inbound customer care calls. The remaining 35 percent of incoming calls are fielded PDF | As one of the customer relationship management tools, a call center acts as an interface between the customers and the company. The aim of this. This article follows previous research arguing that skills of call center agents, which often include emotional labor, communication, procedural and Call. Center answers calls, then routes the calls to agents in a skillset that most closely meets the needs of the caller. If there are no agents available, the Participants are able to role play as both callers and agents. The sessions enable staff to learn in a safe environment and to gain confidence in their Hiring a call center agent that will excel at their job has never been easy. After training and practice, call center agents should be aware of every. 259 Pages·2013·1.73 MB·590 Downloads·New! with forty-five agents, trainers, managers, and CEOs at call centers in Bangalore and Mumbai from 2003 Many call centers lose valuable employees when a spouse's job takes them to a new place. As a remote agent, a high- quality agent can remain employed, and theSome recent studies have reported how call centers employ low-skilled workers and how agents work robotically using scripts when assisting customers on the