Furthermore, even if telemarketers are trained to market and ultimately, sell products and services, they should also have good communication skills that are comparable to that of CSRs. The Similarities and Differences Between CSR and Telemarketingīoth CSRs and telemarketers communicate with customers through phone calls. However, telemarketers also handle inbound calls from customers who may have questions and concerns about the products and services that they are marketing. As one would imagine, telemarketers generally initiate contact, so they mostly do outbound calling. Telemarketers are company personnel who perform telemarketing, which is the process of reaching out to existing and potential customers to generate leads, offer products and services, make a sale, or simply gather information for market research. However, for those who employ the services of outsourcing companies in the Philippines such as MCVO Talent Resources, the contact center is often offshore. This call or contact center may be based in the company’s office itself. In case you’re wondering, customer service representatives are also called call center agents because of the simple fact that they work off of a contact center. Making follow-up calls has been known to help increase customer satisfaction as clients feel better-taken care of. Ultimately, their position’s goal is to achieve customer satisfaction, which is done by offering knowledgeable and accurate assistance in relation to the customer’s concerns.įurthermore, CSRs may also perform outbound calls to check on customers and follow-up on concerns they may have raised previously. They act as the representative of the company and they need to ensure that customers are provided with the services and assistance they need. The primary purpose of customer service representatives is embodied in their job title itself. Call center agents handle incoming calls from customers who may have concerns and inquiries about a product or service offered by the company. It’s not possible to compare customer service representatives with call center agents as they are practically the same. What Do Customer Service Representatives or Call Center Agents Do? This way, you’d know who to hire or which related Philippines outsourcing services to enlist for your business. In this post, your trusted outsourcing company in the Philippines, MCVO Talent Resources, sheds light on the difference between the two jobs. However, their actual job descriptions differ in a number of ways. The tasks and goals of a company’s customer service and telemarketing departments are performed and accomplished by customer service representatives (AKA call center agents) and telemarketers.Īt certain points, the jobs of customer service representatives (CSRs) and telemarketers may intertwine. Our stretch assignment program allowed him to take on an extended assignment with the Employer Brand Marketing team.Customer service and telemarketing are two important aspects of a business that require direct interaction between a company’s personnel and its customers. Supporting the diversity and inclusion movements is what “Are you with us?” means to me.īlake works in our Meridian, Idaho Customer Care site. We need to really change the direction that things are going and really speak to what our values are and that is equality. Not just the industry for good but kinda change the conversation that we’re having in the country. That really speaks to me, being a skateboarder and kind of a punk rocker kind of guy so I really enjoy that.Īre you with us? To me, that means are you with us to change the industry. I also like the little bit of rebellious spirit that T-Mobile has. I’ve seen a lot of other companies where you can work real hard and never go anywhere with it and T-Mobile is the exact opposite of that, you get what you put in. I started at ground level and I’ve worked my way into different promotions, different roles. You can really go anywhere in this company if you’re willing to put in the work. One of the things that I love about T-Mobile is you get what you put in. I absolutely love T-Mobile and the culture and that’s what’s kept me here for the last five years and I have no intention of leaving. I really expected T-Mobile to just be a temporary spot for me. “I absolutely love T-Mobile and the culture.
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