***Call Centre Support - National Certificate 2024***
Call Centre agents can operate in either inbound or outbound call centres. Inbound call centres primarily
receive calls from clients and consumers. Large stores and businesses often have inbound call centres
dedicated to addressing the needs of their clientele. In these call centres, agents will generally be expected to handle customer queries and complaints.
There is a strong emphasis on providing customer care and problem solving. Agents need to be
sensitive and knowledgeable about business products and services in order to effectively assist
customers.
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