Call agent, more rarely also telephone contact person (call-centre agent)

An employee in the call center of an institution who primarily forwards telephone calls to the competent person in charge at the bank. – The call agent represents the voice and face of the bank to the caller, be it a customer of the bank or a “first contact” (caller who comes in first contact with the institute). In every case, the call agent makes a pivotal decision, a decisive turning point. For this reason, institutes nowadays generally employ well-trained staff who receive ongoing training in this position. – See callback, hotline, intensive care, customer care.

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University Professor Dr. Gerhard Merk, Dipl.rer.pol., Dipl.rer.oec.
Professor Dr. Eckehard Krah, Dipl.rer.pol.
E-mail address: info@ekrah.com
https://de.wikipedia.org/wiki/Gerhard_Ernst_Merk
https://www.jung-stilling-gesellschaft.de/merk/
https://www.gerhardmerk.de/