Four Basic Types Of Contact Center Agents In RP
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With so many business process outsourcing clients in the Philippines, there has also been a distinction with the various call center jobs available in these companies.

When BPO was still a fresh trend in the country, contact center agents, whatever their roles were, were always called call center agents. But as these industries flourish, the role has been subdivided into various jobs. Here are 4 basic types of BPO reps in the Philippines. Which one are you?

Customer Service Representatives (CSR)

Given the acronym CSR, these reps are trained to be accommodating and welcoming to clients. Their main role is to provide clients with their basic needs regarding a product or service.

They answer questions, express empathy, provide solutions, give tips, and proactively offer clients with better ways of enjoying the brand they work for. A CSR is also considered a front liner because they are the first contact for complaints and/or praises from clients, be it about the company, the management, or just the customer service experience alone.

Technical Support Representatives (TSR)

The TSRs are the levelled-up version of a CSR as these agents provide almost the same services, with just the difference of providing a more in-depth assistance in troubleshooting a client’s technical problem.

TSRs are mostly equipped with a technical knowhow in reference to a specific product. Otherwise, these agents are given enough training so that they will have the grasp of the product and be able to assist clients in resolving technical issues.

Sales Representatives

These reps are subdivided into two: inbound and outbound sales representatives. Inbound sales reps accept calls from clients who are interested in purchasing products or services from a company. Outbound sales reps, on the other hand, actively call prospective clients and urge them into buying the products or services they are introducing.

Hybrid Agents

There really is no posting of hybrid representatives. But upon reading the fine print, that is when you will know if a call center job requires the capacity of being able to accommodate client concerns, troubleshoot technical issues, and meet sales quotas.

Such reps are also becoming a trendier need for various companies as they get to handle CSR, TSR, and sales rep tasks, all for the price of one. Some companies may offer bigger salaries, but not everyone will do so.

So if you are planning to be one of these contact center agents, read through the job descriptions first to gauge which one you are willing and able to take.


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