When a call comes in, the agent will follow a scripted greeting tailored to the business and the type of call received. They then may ask a series of questions to gather information from the caller, such as their name, phone number, and reason for calling.
Suppose an agent cannot resolve the caller’s issue or answer their question. In that case, they may escalate the call to a supervisor or take an introductory message and advise the customer that a technician will call them back.
Call-answering agents are trained to be friendly, empathetic, and professional in their interactions with callers. i24 agents receive ongoing training and coaching to improve their skills and adapt to changes in the business or industry.