A call centre agent is a person who handles incoming or outgoing customer calls for a business. Other names for a call centre agent include customer service representative (CSR), contact centre agent, telephone sales or service representative (TSR), attendant, associate, operator, account executive or team member. Their responsibility is to respond to incoming calls from the customers to take their orders, answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding the organization’s products or services. The term CSR (customer service representative) and TSR (technical support representative) are fundamentally encompassed under the umbrella concept of customer service. TSR on the other hand refers to agents that provides technical support to products or services. Business Process Outsourcing (BPO) involves contracting of operations to a third party service provider and it is a BPO Manager’s job to oversee the operations of his division and to ensure that all the needs of the client are met, while taking care of the needs of their employees.

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