# Hotliner (also used in German, more rarely telephone customer service representative)

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- Post ID: 594837
- Modified: 2023-07-25T21:02:43+00:00
- Language: en

## Definition

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. Attention: The financial encyclopedia is protected by copyright and may only be used for private purposes without express consent! 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/

## Machine-readable

- Generator: Merk Knowledge 1.1.1