Employee at an institution who – receives incoming telephone customer inquiries (inbound calls), – provides answers and information from his or her own knowledge – but otherwise connects the customer to a corresponding employee in the company or arranges for a callback to the customer. – If this area of responsibility is assigned to a separate call center, it is usually referred to as a call agent, although in this case the call is usually only forwarded to the competent in-house staff; the call agent is therefore not also a partly competent respondent. – See call center, gatekeeper, dairy, customer defense service, customer care agent, service line.
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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/