Glossary

The most comprehensive list of business process outsourcing related terms and definition.

Customer Service Representative

Definition

A customer service representative is an individual who interacts with customers on behalf of the company, usually to address their concerns. These representatives are the front lines of service providers whose primary service is customer support. They bear the burden of knowing first-hand of how satisfied and dissatisfied customers are with the services they availed. CSR possess a plethora of skills they need to effectively deliver customer service. Other terms may include customer service associates, and customer service advisors or consultants.

As a customer service representative, you must possess good communication and problem-solving skills. Quick wit is what you need when faced with the pressures of solving a customer complaint. Otherwise, you’ll end up with a dissatisfied customer, and dissatisfaction is bad for the business and your CSAT. The ability to build a rapport with the customer is also important, making them comfortable talking to you about their issue and listen to your resolutions.

Outsource Accelerator provides you access to great customer service representatives that you can outsource from the Philippines starting from $6 per hour, where you can save up-to 70% on staffing cost. We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with customer service outsourcing.

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