Contact center agent

Contact Center agents work as a concierge, taking calls from company employees and consultants. The calls are related to requests for corrective services, moves, products such as furniture or computers, and reservations. Contact Center agents report to the Contact Center manager and can handle requests and reservations for multiple locations. Contact Center agents are measured by call-related metrics such as on-call resolution rate and call volume.

A Contact Center Agent role typically performs the following tasks:

  • Receives and records requester-based and location-based requests
  • Handles requests directly from calls, email, or fax
  • Enters the call information into a request in the IBM® TRIRIGA® system
  • Attempts to resolve the issue during the phone call to avoid the need for a request to be created
  • Dispatches the request to the appropriate service provider
  • Follows up with callers for some requests
  • Is measured by call-related metrics such as on-call resolution rate and call volume

The portal for this role is based on the following details that are selected in this role’s people record:

  • Home Page: Home - Contact Center Agent
  • Group Details: TRIRIGA Contact Center Agent or TRIRIGA Contact Center Agent - Retail
  • License Details: IBM TRIRIGA Workplace Operations Manager
    Optional: IBM TRIRIGA Workplace Performance Management Operations