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res have shown that agents usually work in large, open-plan offices seated in cubicles that are divided shoulder-high partitions. They are wired or connected to an integrated telephone and a computer system when they put on their headphones. In the researcher?s opinion, the job function of a call agent is basically to:

Provide customers with detailed product and procedures involved
Process customer transactions
Attend to customer queries in an approachable, accurate and timely manner.
Deliver standard service at all times to customer when interacting with them which is usually in accordance to specified service standards (scripts).
In a call centre, the use of scripts either in the form of typewritten prompt or on screen template is an attempt to structure the speech of workers into a series of predictable and regulated routine queries and responses (Taylor and Bain, 1999). This could be regarded as another distinct feature of the call centre in terms of Communication between an agent and a customer. The call agents are expected to read and enter data into the computer system that is networked within the organization while interacting with the customer. This enables any other employee to easily access and retrieves the customer?s profile as well as their record history. Other expectations of call agents in relation to their work include: The call agent is expected to acquire and use lower-order and higher-order contextual knowledge in accomplishing their task (Deery et al, 2002). The lower-order contextual knowledge is knowledge about the company information; specific products; procedures; software practices and people which may be in other departments on whom the call agents depend on for updated information as well as solution for more complex problems of the customer. While the higher- order is basically a deeper understanding of the lower, although this is not acquired during training but rather it is as a result of experience. Agents with such knowledge are seen to be more confident when dealing with the customers. But it should be noted that most of the knowledge required by the agents is embedded as information either as hard copy reference manuals or available online. The call agent is expected to display some skills when executing their duties. These skills include the computer skills which have to do with inputting data; word processing and navigating through several systems. The other skill is the social skill which is used mainly when relating to customers and other staff. A lot of attention is paid to the latter skill than the former because the social skill involves the ability to remain calm under pressure especially when faced with a continuous stream of customer calls; positive and tactful attitude when executing their duties as well as not getting personally engaged which protects them from customer abuse (Kinnie et al, 2000). In general, the call agent has to be systematic; creative and know who to depend on for more complex customer queries. Call centre jobs are highly specialized and simplified, thus there is a high level of division of labour which has its advantages. But there are also disadvantages such as low task variety (monotony of work), low task complexity, low utilization of Educational qualification which are most times overlooked. Call agents are known to have no influence or control over their work in terms of the pace of their work (duration of calls, how many cal