What is an Agent?

Agents are also referred to as intake specialists, closers, or coaches.

A call center agent, alternatively referred to as a call center representative, is a person who is responsible for processing incoming and outgoing client calls, as well as any other engagement with customers at an organization’s contact center.

The Agent is responsible for receiving and making customer phone calls, as well as dealing with customer correspondence and emails. Additionally, agents are referred to as customer advisors or client reps.