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Customer Service vocabulary · Call Centre Operations

Agent

Meaning in customer service, with examples

/ˈeɪdʒənt/nounCore term

In customer service, agent means: A person who answers customers' calls, chats or emails and helps them on behalf of a company.

In Turkish: müşteri temsilcisi, temsilci, destek uzmanı

How it is used

Common job titles: customer service agent, support agent, call centre agent, and also customer service representative (CSR or rep) or advisor. Customers often say "I want to speak to a real agent" to get past an automated system.

Example sentences

  1. All our agents are busy at the moment. Please stay on the line.

  2. She started as a support agent and is now a team leader.

Common collocations

  • customer service agent
  • support agent
  • call centre agent
  • speak to an agent
  • live agent
  • call centreAn office where many agents handle phone calls from customers, or make calls to them, for one or more companies.
  • supervisorA person who manages a group of agents, checks their work and handles difficult calls that are escalated to them.
  • team leaderA person who leads a small group of agents, supports them during shifts, monitors their performance and coaches them.
  • customer serviceThe help and advice a company gives people before, during and after they buy something; also the department that gives this help.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Call Centre Operations

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