Glossary
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Glossary Agent
Agent
An agent is an individual that answers inbound calls. They answer the calls, take messages, and delivery the messages. Agents are also known as Customer Service Representatives (CSRs) or operators. Agents can be assigned to different skill groups based on their skill sets to enable better call handling.
AnswerConnect staffs our agents based on anticipated call volume, thus maintaining excellent average speed of answer times. To ensure outstanding customer service, agents undergo extensive training before taking phone calls, and actively participate in ongoing training.