Role Guide: Phone Support Agent
For Narqix specialists who answer and return customer calls. After reading you will know what you own on the phone, how you are measured, how to sound clear and calm to US, UK and AU callers, and how to log every call.
Track: Customer Support · Role: Phone Support Agent, CSR · Time to complete: 20 min
What this role is
On the phone, the customer cannot see your reply before you send it. Your tone, pace and clarity are the service. A Phone Support Agent resolves what can be resolved on the call, takes complete messages when it cannot, and never leaves a caller unsure of what happens next.
What you own
| Area | Your job |
|---|---|
| Answering | Calls answered fast with the client's approved greeting |
| Verification | Identity checked with the client's method before any account detail is discussed or changed |
| Resolution | Same Tier 1 topics as email and chat, within your authority |
| Holds and transfers | Holds with permission and check-ins; warm transfers only |
| Messages | Complete messages that the recipient can act on without calling back to ask |
| Callbacks | Promised callbacks made on time |
| Logging | Every call logged within 5 minutes of hanging up |
| Compliance | The client's recording disclosure, consent and do-not-call rules followed every call |
Your daily rhythm
| Shift time | What you do |
|---|---|
| Before shift | Headset, softphone and connection tested. Quiet room. Water nearby. |
| Start | Check in. Read known issues and client updates. Post start of day report. Set status to available. |
| On calls | Use the Inbound Call Flow script. Log after each call. |
| Between calls | Callbacks due, messages sent, after-call notes completed. |
| Breaks | Logged and staggered so the phone line is always covered. |
| End | Callbacks due tomorrow handed over with notes. End of day report with call counts and top reasons. |
How you are measured
| KPI | Narqix target |
|---|---|
| Service level | 80% of calls answered within 20 seconds |
| Abandoned calls | Under 5% |
| First contact resolution (Tier 1 topics) | 60% or more |
| Callbacks made by the promised time | 100% |
| Calls logged within 5 minutes | 100% |
| CSAT | 90% or more |
| QA score (phone) | 85% or more |
Average handle time is tracked, not targeted, until the client has a baseline. Never rush a caller to protect your handle time.
Sounding clear on the phone
- Slow down slightly. Your natural speed feels fast to a caller hearing a different accent through a headset.
- Numbers in pairs or digits. Say "one, five" for 15 so it is not heard as 50. Say order numbers in small groups: "four eight two, one three".
- Spell with a phonetic alphabet. "B as in Bravo, D as in Delta".
- Read back names, numbers, emails, addresses, amounts and dates.
- Smile when you speak. It changes your tone, and callers hear it.
- Short sentences, pauses after key facts. Give the caller space to write.
See Chat and Phone Etiquette for US, UK and AU differences.
Coach's note: when a caller says "Sorry?" or "What?", do not repeat the same sentence faster or louder. Say it again more slowly, with simpler words. Then check: "Did that come through clearly?"
Tools (generic)
Phone system or softphone, noise-cancelling headset, ticketing system or CRM for call logs, order management, knowledge base, team channel, your campaign's time tracker.
Handoffs
- You receive: inbound calls, callback requests from tickets, transfers from teammates.
- You pass on: warm transfers to Tier 2 or the client's team, messages to named people, call logs and tickets for follow up.
Quality standards
- Client's approved greeting, every call.
- Recording disclosure if the client requires it, before any recorded conversation.
- Verification before any account detail.
- Hold only with permission, with a reason and a time, and check back at least every 60 seconds.
- Warm transfers only: tell the caller who and why, brief the receiver.
- Close with a summary, the next step, and "Is there anything else?". Let the caller hang up first.
- Log the call within 5 minutes.
Never do this: never take a full card number or CVV over the phone unless the client has an approved, compliant payment process for it, and never write card details down anywhere. If a caller starts reading a card number, stop them politely and follow the client's payment process.
Never do this: never mention your own country, use a false name the client has not approved, or put on a fake accent. Be yourself, clear and professional.
Escalation rules
- Warm transfer or Tier 2 callback: above authority, outside policy, a caller still upset after the STEER steps, billing disputes.
- Urgent (Escalation Ladder): threats of harm or self-harm, safety issues, legal threats, suspected fraud or account takeover.
- Abusive caller: follow the Angry Caller Flow. Set one boundary; if abuse continues, end the call per the client's policy and log it.
Common mistakes
| Mistake | Fix |
|---|---|
| Long silent holds | Ask permission, give a time, check back every 60 seconds |
| Cold transfers | Warm transfer with a brief |
| Messages without a callback number or reason | Use the message checklist in the Message and Callback Flow |
| Logging calls at the end of the shift | Log within 5 minutes; memory fades fast |
| Talking over the caller | Let them finish, then reflect back |
Check yourself
- How do you say the number 15 so it is not confused with 50?
- What four things must a hold include?
- What is a warm transfer?
- A caller starts reading their card number aloud. What do you do?
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