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A Better Answer Blog

A Day in the Life of an Inbound Call Agent


At A Better Answer, we reward staff members who go above and beyond to provide great customer care and exhibit a commitment to community through giving of their time and talent. We call them Call Handling Heroes® and recognize them monthly for helping make us the best in the business.

But what does a day in the life of a Call Handling Hero® look like? For an inbound call agent, each day has its own unique opportunities, challenges, and rewards. Since each call can be different, you have to be able to switch gears at a moment’s notice while maintaining a helpful attitude and offering an efficient solution for the caller.

If you’ve ever wondered what it’s like to be a Call Handling Hero® for a day, this is your chance. Here’s a day in the life of inbound call agent Delta Perez:

“The day in the life of a Telephone Service Representative (TSR) starts out like almost any other employee: driving in to work. I am rested and hopeful for what the day will present my team members and me. I look forward to relieving the TSR who gets to go home to their family when I arrive.

“My day can start off in hundreds of different ways, depending on that first call I get when I sit down at my desk. Am I going to be selling a product? Am I going to be assisting a caller who is dealing with flooding issues? Am I helping a tenant with a maintenance emergency? Am I going to open a trouble ticket for an employee locked out of their email? Am I the first voice a loved one will speak to when notifying a healthcare agency of their family member’s condition? The situations are endless.

“A day in a life of a TSR can be hopeful, exciting, magical, and sad, all in an eight-hour timeframe. My job isn’t just to work for one company; I work for hundreds of companies. At the end of the day, I have usually spoken to someone excited to try something new, someone nervous about receiving results from a medical scan, someone anxious about an upcoming appointment, and someone grateful that I was there to assist him or her. These people are the reason why working as a TSR at A Better Answer is so fulfilling. I am the voice that changes the day for someone in some way every day.”

Delta is just one of our many inbound call agents who deal with a variety of fulfilling tasks each and every day. We’re always looking for talented call agents like Delta who have a positive outlook on life and a “can-do” attitude. If you’re interested in joining us at A Better Answer, fill out a job application form today!
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Topics: Better Service