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Learn more about how we imagine a call center agent should be

A call center agent is a person who handles incoming or outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues. A call center agent who manages both incoming and outgoing customer calls is also referred to as a blended agent. Other names for a call center agent include customer service representative (CSR), contact center agent, telephone sales or service representative (TSR), attendant, associate, operator, account executive or team member.

Role and responsibilities of a call center agent

The job of a call center agent involves a variety of responsibilities that ultimately help lead to greater customer satisfaction. Some responsibilities include:

• managing inbound and/or outbound calls;

• following various communication scripts when speaking to a caller;

• customer engagement;

• identifying customer needs;

• answering questions and providing solutions/alternatives to issues;

• up-selling products and services when possible;

• building sustainable customer relationships;

• keeping records of all conversations organized;

• building product knowledge; and

• improving performance and hit goals.

Call center agent skills and qualities:

To provide the best customer experience at a call center or contact center, an agent needs to be equipped with specialized skills. Here are some qualities all call center agents should possess:

• Knowledgeable:
Agents need knowledge of the inner workings of the company and products that they represent.

• Detail-oriented:
Agents must listen carefully to customers and be able to pick up on small details to provide accurate responses to customers.

• Organized:
Agents need to be able to take quick notes, access CRM systems and track recorded conversations while speaking to customers.

• Flexible:
Agents have to be able to adapt to unique customer queries and situations.

Top qualities of a call center agent

• Friendly/empathetic:
Customer service representatives need to be able to understand a situation from a customer's perspective and have a positive attitude toward people, even when dealing with difficult problems.

• Calm under pressure:
Agents may have to handle hundreds of customer calls each day. They should be able to maintain composure in stressful situations.

• Effective communicator:
Call center agents need great verbal and written skills to effectively communicate with customers.

• Efficient:
Agents should be able to respond to customers in a timely manner and be proactive in anticipating customer needs.

• Creative:
Call center agents must be able to apply professional, yet unorthodox solutions to customer problems to quickly and effectively resolve issues and improve customer satisfaction.