Contact center agents provide advice and information to customers, answer inquiries about a company or organization's products, services, or policies, and handle financial transactions using telephone or electronic communication media (such as email). They are located in places that may be remote from the customers or other operations of the organization or company providing the information. Tasks include:

• Handling customer calls and messages, whether answering inquiries, handling service calls, or dealing with complaints;
• Identifying needs and inputting events into the computer system;
• Assigning tasks to other units when relevant;
• Issuing invoices or processing payments when necessary;
• Sending letters, information sheets, and other documents to customers;
• Providing recommendations for other products or services to customers.