Outbound seats, also known as seats, table seats or agents, are generally composed of seat computers, seat software, seat headphones and service personnel. Call center agents realize related control functions through agent software and hardware equipment to serve customers.

The work of outbound seats is not only labor-intensive but also technology-intensive. As a qualified agent, first of all, you should be very familiar with the relevant business of the enterprise, so as to answer customers' questions in the shortest time and handle the business that customers need.

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Basic functions of outbound seat transfer operation

1, incoming call answering, outgoing call: this is the most basic function. Seats can answer customers' calls through the call center system, and realize active communication such as return visit through the power-off function. ?

2. Display Busy and Display Idle: If the agent is temporarily away from the agent or temporarily unable to answer the phone, the status can be displayed as busy and the call will not be transferred to the agent. ?

3. Transfer: If an agent can't answer the question, he can transfer the call to another agent. ?

4. Agency authority: different levels are set according to different roles, such as monitor and general agent, and their corresponding operation authority will be different.

Baidu encyclopedia-call center seat