Will “Call Center Agent” be Automated?

Core Skills & Abilities

• Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents.

• Take orders for merchandise or materials and send them to the proper departments to be filled.

• Analyze data to determine answers to questions from customers or members of the public.

• Enroll individuals to participate in programs and notify them of their acceptance.

• Transmit information or documents to customers, using computer, mail, or facsimile machine.

• Keep a current record of staff members' whereabouts and availability.

• Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided.

• Hear and resolve complaints from customers or the public.

• Schedule space or equipment for special programs and prepare lists of participants.

• Collect, sort, distribute, or prepare mail, messages, or courier deliveries.

• Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.

• Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area.

• Schedule appointments and maintain and update appointment calendars.

• Calculate and quote rates for tours, stocks, insurance policies, or other products or services.

• Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.

• File and maintain records.

• Receive payment and record receipts for services.

• Process and prepare memos, correspondence, travel vouchers, or other documents.