What Does a Call Center Agent Do?

Learn About the Salary, Required Skills, & More


Call center sellers work for a number of businesses making calls to ability clients and answering calls from customers. If they make calls, they often pitch products in line with a script. They may additionally ask present customers of a business to buy additional services. If they answer calls, they regularly cope with patron proceedings or solution questions. They recognize a good buy about the goods and services the corporation offers. Call middle marketers who do both of those jobs are known as blended marketers, and the area in which they paintings is known as a blended call center.

As the activity call indicates, call center agents work in groups at a single region. Their paintings is commonly supervised by using a person who can eavesdrop on calls, and they are often predicted to make or solution a certain variety of calls an hour or all through a shift.

Call Center Agent Duties & Responsibilities

This process generally calls for the ability to do the subsequent responsibilities:

  • Interact with customers over the smartphone, email, or on line chat in a expert way.
  • Solicit sales, provide facts approximately products and services, or cope with court cases.
  • Work in an open-plan name center setting.
  • Keep consumer information steady.

Call center marketers ought to have a clean and pleasant cellphone voice. They are front-line employees for a organisation and strongly impact how clients experience approximately it.

Call Center Agent Salary

The U.S. Bureau of Labor Statistics does not provide revenue information especially for call center sellers, but it does for the same job of customer support consultant. As with customer support reps, name center agent salaries range according to the geographical vicinity, industry, and the quantity of years at the activity.

  • Median Annual Salary: $33,750 ($16.23/hour)
  • Top 10% Annual Salary: More than $fifty five,310 ($26.fifty nine/hour)
  • Bottom 10% Annual Salary: Less than $22,a hundred and forty ($10.sixty five/hour)

Source: U.S. Bureau of Labor Statistics, 2018

Education, Training, & Certification

You can grow to be a call center agent with just a excessive faculty degree or the equivalency. Most employers offer on-the-activity education that can range from some weeks to numerous months, depending at the enterprise.

Training of call center agents in the monetary and insurance industries is commonly more giant and includes studying about authorities regulations. In some states, jobs that involve promoting or presenting facts about particular products, for instance, financial devices and insurance rules, may additionally require a license.

Call Center Agent Skills & Competencies

Successful name middle retailers need to have the following competencies to carry out their job correctly:

  • Active listening: To clear up purchaser troubles, it's miles critical that name middle sellers recognize the hassle. That can best show up through cautiously taking note of what customers say.
  • Verbal communication: The potential to correctly talk facts to others helps call center agents avoid misunderstandings.
  • Critical thinking and hassle solving: When operating with a consumer, call center marketers must pick out the problem and recommend capacity solutions. Then they determine which answer is excellent and implement it.
  • Interpersonal abilities: They need to understand the wishes and motivations of clients, negotiate with them, and convince them.
  • Tenacity: Call center marketers who promote a product must hold the individual they known as at the phone as long as possible to get their income pitch across.
  • Resiliency and staying power: They must quickly shrug off rejection while making income calls and patiently address folks who are angry whilst answering calls from customers with proceedings.

Job Outlook

The BLS predicts the wide variety of customer service rep jobs will develop at a 5% pace from 2016 to 2026. That's as speedy because the average job.

Work Environment

A call middle may be crowded and noisy, so sellers must be able to tune out the sounds made by using the other humans talking around them. They have to not thoughts spending a number of their time at the phone or interacting with customers the usage of electronic mail or on-line chat.

Work Schedule

Call center agent jobs can be full-time or component-time. Agents generally paintings at least some hours in the evenings and nights and on weekends and vacations.

How to Get the Job


CustomerServiceJobs.com and CustomerServiceCrossing list jobs inside the associated customer service enterprise.


Create a resume and cover letter that play up your talents to successfully convince and cope with clients.


Many of the same questions come up during interviews with human resources personnel and hiring managers. Review these questions and ways to reply them so that it will impress your interviewer.

Comparing Similar Jobs

People interested by becoming name middle marketers can also do not forget the subsequent jobs. The figures provided are median annual salaries:

  • Receptionist: $29,one hundred forty
  • Concierge: $30,400
  • Lodging manager: $53,390

Source: Bureau of Labor Statistics, 2018