The name assigned to call center employees depends on the telemarketing operation on which they are assigned. It should be noted that the denomination always starts by telephoning. Thus, agents responsible for issuing calls for sales services are referred to as telemarketers.
In the course of their duties, the latter are called upon to carry out various distance selling operations, ranging from teleprospection to making appointments in the call center . On the other hand, when agents are responsible for receiving calls for customer service, they are also referred to as tech support. Their role is to inform, advice, retain and solve problems of customers or prospects.
Agents dedicated to telephone prospecting for making appointments in call centers or for the detection of leads are referred to as telemarketers. Often, the teleprospector trade is associated with that of the telemarketer. The first is specifically responsible for contacting a prospect, presenting the company and its products and services, identifying the need or understanding the problem of its contact, proposing a suitable solution and making the sale.
Those who are responsible for surveys and telephone surveys are referred to as tele-surveyors. In concrete terms, they are required to collect the opinions of a target group through a satisfaction survey. Finally, employees who handle any other operation are considered to be telepersons or tele-workers.