Being a call center representative is a steady job with a low barrier of entry. It requires excellent interpersonal and communication skills as well as a patient temperament.
Need a quick visual? Here’s a video breakdown outlining each step for using our resume builder:
Without further ado, here are more tips below to craft a strong call center customer service resume.
Top States: California: $46,070 Massachusetts: $47,340 Texas: $38,060 National Average: $40,257
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The best call center representatives need to have stellar customer service skills and communication skills to handle the most difficult customers.
While demonstrating your education and professional experience is important, your skills should really take center stage on your resume.
Notice how this applicant highlights relevant skills in their work experience section :
Call Center Representative U-Hauls, Los Angeles, CA | July 2019–Present
In addition to highlighting their abilities in their experience bullet points, our candidate also lists relevant skills in the skills section of their resume :
By highlighting your skills throughout your resume, you show employers that you’re qualified for the job and need minimal training. Additionally, make sure to use a good mix of hard and soft skills to show employers that you’re a well-rounded applicant who is well-equipped to handle the demands of a call center job.
If you’re not sure what skills you should highlight on your call center resume, here are some additional skills to include in your resume :
Attention to detail | Time management | Troubleshooting | Analysis | |
Self-motivation | Positivity | Empathy | Perceptiveness | Patience |
Active listening | Persuasion | Tact | Clarity | Friendliness |
Product knowledge | Sales | Strong memory | Language skills |
Jobs with top call centers can be competitive. The best way to get any hiring manager’s attention is by starting your resume with a tailored resume objective .
Your resume objective is the perfect opportunity to showcase your most notable skills and achievements. It should be a short 2-4 sentence paragraph about what makes you the most qualified candidate for the job.
It can seem intimidating to sum up your professional life in this way, but we have several customer service resume objective examples you can draw from.
Here’s a resume objective example from our call center resume sample:
Efficient customer service professional with 4+ years of experience in call centers and hospitality service. Adept at handling 50+ calls on a daily basis while consistently resolving client issues smoothly and quickly . Fluent in both English and Spanish , and able to provide clear customer service in both languages. Seeking to apply customer service and problem-solving expertise to benefit your company as a call center representative.
This resume objective is effective because it prominently displays the candidate’s experience, incorporates valuable hard and soft skills, uses hard numbers to quantify specific tangible accomplishments, and clearly states how they seek to benefit the company.
When detailing your professional experience, back up your accomplishments by using numbers whenever possible to clearly convey what work you’ve handled in the past.
If you neglect to quantify your experience, hiring managers won’t be able to tell if you’re a good fit or if you can handle the workload necessary for the job.
For example, our applicant takes care to include numbers when possible:
Even if the stats you provide aren’t the most impressive, your future employer will be grateful that you gave a truthful representation of your abilities and experience, making them more likely to call you in for an interview.
To convey a strong sense of authority, begin each bullet point in your professional experience section with an action verb . This will take your experience from passive to proactive, creating a resume that convinces employers you’re exactly what they’re looking for.
Here are some useful action verbs to include on your call center resume:
Using strong action verbs like these will show employers how you approach your work as well as help demonstrate your key skills and accomplishments.
Need additional inspiration? Check out our other call center resume examples .
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Mina Sayed (123) 456-7890 [email protected] LinkedIn | Portfolio Minneapolis, MN 12345
A Call Center Representative with two years of professional experience providing quality customer service within the hospitality industry. Adept at handling high call volumes on a daily basis and identifying opportunities to enhance client satisfaction.
Call Center Representative, Marriott Hotel, Minneapolis, MN May 2022 – Present
Call Center Representative, Flowers.com, Minneapolis, MN June 2021 – May 2022
Bachelor of Arts (B.A.) Communication University of Minnesota, Minneapolis, MN September 2010 – June 2014
Skyler Thompson (123) 456-7890 [email protected] LinkedIn | Portfolio Seattle, WA 12345
A Call Center Representative with seven years of experience answering complex health insurance queries and resolving customer complaints. Achieved recognition for professionalism, patience, and efficiency in high-volume call center environments. Successfully led efforts to improve customer satisfaction and loyalty.
Call Center Representative, Washington Health Insurance Inc., Seattle, WA October 2018 – Present
Call Center Representative, Longman Storage Solutions, Seattle, WA June 2016 – October 2018
Bachelor of Science (B.S.) Marketing Seattle Central College, Seattle, WA September 2012 – June 2016
Joseph Corbin (123) 456-7890 [email protected] LinkedIn | Portfolio New York, NY 12345
A customer-focused Call Center Professional with 10+ years of experience in high-volume inbound and outbound call centers. A proven track record of interfacing with diverse clientele and identifying opportunities to improve the customer experience. Adept at building relationships and mitigating conflicts.
Senior Customer Service Representative, TD Bank, New York, NY October 2015 – Present
Call Center Representative, Rogers Technical Institute, New York, NY June 2013 – October 2015
Bachelor of Business Administration (B.B.A) Columbia University, New York, NY September 2009 – June 2013
To create a strong call center representative resume, you’ll want to translate your day-to-day job responsibilities into achievements, such as exceeding customer satisfaction metrics or improving client retention. Emphasizing your value to your teams, customers, and organizations is the best way to make a lasting impression on the hiring manager. Throughout this guide, we’ll provide expert advice to help you craft an accomplishment-driven resume.
Your professional profile is often the first thing the hiring manager reads on your resume. To grab the attention of prospective employers, you want to provide a concise yet compelling snapshot of your career. In the first sentence, you should detail your job title, years of experience, and three to four specializations that align with the job posting. By highlighting your qualifications, companies can quickly determine if you are a suitable candidate upon reviewing your resume.
A call center representative with seven years of experience answering complex health insurance queries and resolving customer complaints. Achieved recognition for professionalism, patience, and efficiency in high-volume call center environments. Successfully led efforts to improve customer satisfaction and loyalty.
2. outline your call center representative experience in a compelling list.
Your professional experience section should highlight your strongest career achievements as a customer service professional. Utilizing KPIs and metrics is important here, as this allows you to show prospective employers that you have a strong track record of meeting or exceeding call center targets. Other notable contributions include training new hires or refining call center scripts. These types of details will help differentiate you from the competition during your job search.
Entry-level professional experience example.
In addition to your education, consider featuring industry certifications on your resume. Although these are often not mandatory, this small detail may help set you apart from the crowded field of applicants during your job search. One option is to obtain a Certified Customer Service Specialist (CSS) credential relevant to almost any field. Another approach is to pursue a specialized certification to show your knowledge of your target industry. For example, if you worked in a call center for a bank, obtaining an entry-level certification in banking products or financial services may be beneficial.
To ensure your resume reaches the hiring manager, you must comply with Applicant Tracking Systems (ATS). Most organizations use software algorithms to parse resumes for specific keywords that match the job description. If your resume lacks key terms, your application may be automatically rejected. To get your resume into the hiring manager’s hands, you should incorporate key skills and terminology that match the job posting. Below, you’ll find a list of keywords that you may encounter during your job search:
Key Skills and Proficiencies | |
---|---|
Account Management | Call Center Operations |
Client Relations | Communication |
Conflict Resolution | Continuous Improvement |
Customer Relationship Management (CRM) | Customer Service |
Customer Solutions | Customer Success |
De-Escalation Techniques | Inbound Calls |
Microsoft Office Suite | Outbound Calls |
Phone Etiquette | Process Improvement |
Relationship Building | Sales |
Upselling Techniques |
Regarding technical skills, many call centers have metrics their representatives must adhere to with call handling times and net promoter scores (NPS). Did you work in a call center environment? What technology and tools have you worked with (Microsoft Suite, call center software, video conferencing, etc)?
Stats around NPS can help you highlight soft skills regarding your customer service abilities on a resume. Include team or individual goals that were hit or consistency of metrics attained.
One error I see candidates make is not including the years spent in their previous roles. You don’t need the exact dates, but try to include the MM/YY - MM/YY you were in a role. Longevity in past roles may be a critical factor for recruiters to remember, especially if training takes longer for their company.
Hiring managers want to know about your past call center experience. Have you used a multi-line phone system? Have you worked in a call center or from home? How long have you spent in a customer service role, and are you looking to do this type of work long-term?
Keep note of the metrics you have hit in previous call center environments, or be ready to speak to customer satisfaction and your conversation control tactics if you don't have stats to share.
Hiring managers will also want to know your methods to quickly connect with customers, help them feel heard, and how to de-escalate tense situations. Be prepared to share examples of how you have approached each situation in the past.
If you don’t have any call center experience, determine what cross-functional expertise you have that could be applicable. Be prepared to speak to moments where you went above and beyond to help a customer. Hiring managers want to see examples of exceptional customer service and how you’ve made a difference.
Some companies require customer service assessments as a part of their interview process; usually, the exercise entails speaking with a hypothetical customer and helping them through specific scenarios. Also, a cover letter is likely unnecessary for customer service roles unless you don’t have the specific experience they’re looking for or the job posting asks for one specifically.
Start by knowing your needs. What schedule are you available for, and what days and times would be a deal breaker for you to work? Many call centers are 24/7 and can be hiring for various shifts, so make sure you are clear about your work availability because it may come up in the application and the interview process.
Consider what interests you, and then start researching companies aligned with those interests. Having a passion for a company's mission or product will only help you stand out in the call center representative interview.
Move quickly! Feel free to apply when you see a role of interest to you. In this candidate market, roles may only be posted for a few days to collect applications. Keep your resume updated and ready to share at a moment's notice.
Using a well-organized, straightforward template is recommended for call center representative resumes. If your template features a variety of flashy colors and bulky graphics, you may inadvertently draw the hiring manager’s eyes away from your career achievements. You should also select a template that uses a top-down approach rather than splitting multiple sections across the same line of the page.
What are common action verbs for call center representative resumes -.
It’s easy to find yourself running short on action verbs during the resume-building process. In many cases, there’s only a limited number of verbs you can use to convey your professional experience and accomplishments. That being said, using a variety of action verbs can enhance the reading experience for the hiring manager and keep your content fresh. To help you out, we’ve compiled a list of action verbs you can use to craft your bullet points:
Action Verbs | |
---|---|
Achieved | Analyzed |
Collaborated | Communicated |
Conducted | Coordinated |
Built | Delivered |
Drove | Ensured |
Executed | Identified |
Implemented | Improved |
Led | Managed |
Oversaw | Performed |
Planned | Provided |
Resolved | Supported |
According to the Bureau of Labor Statistics , jobs for call center representatives, also known as customer service representatives, are expected to decline by 4% from 2021 to 2031. This projection equates to about 105,300 fewer jobs. This decline is mainly due to the increase in automation. Interactive voice response and internet self-service systems are expected to increase, and many companies answer queries via social media, online help desks, and mobile apps. Despite this, over 389,400 new job openings are forecasted each year.
To secure the most lucrative opportunities, carefully align your resume with the job description. Suppose an organization seeks a call center representative who excels in conflict resolution. In that case, you should provide examples of using de-escalation techniques to calm anxious callers and maximize customer satisfaction. Tailoring your application to each job posting will significantly increase your odds of landing the interview.
Reverse chronological is the recommended format for call center resumes. This format ensures that your most recent accomplishments are showcased toward the top of the document. Functional resumes are skill-based documents that avoid lengthy descriptions of responsibilities and achievements. Although this may seem appealing initially, it doesn’t provide prospective employers with enough information to differentiate you from the competition.
If you choose to submit a cover letter alongside your resume, you’ll want to call out the organization you’re applying to directly. If you take the time to mention something about the company’s reputation and why it draws you to apply for the position, this will show prospective employers that you’ve done your research beforehand. These small details often make all the difference during the hiring process. For more information, read our call center representative cover letter guide .
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Frank Hackett is a professional resume writer and career consultant with over eight years of experience. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. His approach involves creating accomplishment-driven documents that balance keyword optimization with personal branding. Frank is a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers and Career Coaches (PAWRCC).
Writing a great resume for a call center agent position can be challenging, as employers tend to look for specific skills and qualities that must be highlighted in order to stand out from the competition. Crafting the perfect resume requires a unique combination of qualifications, experience, and personal attributes. In this article, we’ll provide a guide to writing a call center agent resume along with some helpful examples for inspiration. With the right approach, you can land the job you’ve always wanted in the call center industry.
If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .
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Call Center Agent
123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]
A hardworking and dedicated professional with over five years of experience in the call center industry. Skilled in providing excellent customer service, resolving complex customer service issues and troubleshooting technical issues. Possess excellent communication and problem- solving skills, as well as a strong ability to work independently and handle customer inquiries in a timely and efficient manner.
Core Skills :
Professional Experience :
Education :
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Responsibilities
Experience 0 Years
Level Junior
Education Bachelor’s
An experienced Call Center Agent with two years of experience in providing customer service in fast- paced call center environments. Skilled in troubleshooting customer issues, resolving conflicts, and managing multiple calls at once. Possesses excellent communication, customer service, and technical skills. Committed to providing top- notch customer service while surpassing expectations and achieving sales goals.
Responsibilities :
Experience 2+ Years
A dedicated and experienced call center agent with 5 years of extensive customer service experience in the telecommunications industry. Proven track record of providing excellent customer service and support to a large number of customers. Skilled in managing customer inquiries and resolving complex customer issues. Able to analyze customer needs and able to identify and suggest products and services to meet those needs.
Experience 5+ Years
Level Senior
Highly motivated and customer focused call center agent with 7+ years of experience in customer service and support. Experience in assisting customers with inquiries, troubleshooting problems and providing solutions in a timely manner. Proven ability to effectively manage incoming calls, emails and chat requests while providing quality customer service. Possess excellent communication and problem- solving skills.
Experience 7+ Years
Ten years of experience as a call center agent with expertise in customer service, problem solving, sales and communication. Proven track record of successful customer service interactions and sales growth. Adept at quickly assessing customer needs and providing effective solutions in a timely and professional manner.
Experience 10+ Years
Level Senior Manager
Education Master’s
A results- driven and experienced call center Agent with over 15 years of experience in providing exceptional customer service and exceeding goals. Expert in managing customer inquiries and helping them resolve their issues quickly and efficiently. Possess excellent communication and problem- solving skills with the ability to build strong customer relationships. Proven track record of consistently providing high- quality customer service in cross- cultural environments.
Experience 15+ Years
Level Director
In addition to this, be sure to check out our resume templates , resume formats , cover letter examples , job description , and career advice pages for more helpful tips and advice.
A successful resume for a Call Center Agent should illustrate your customer service experience and phone skills. It should also highlight your ability to handle a range of customer-related issues. Here is what you should include in your resume:
A good summary for a Call Center Agent resume should focus on the skills and experience that make the applicant well-suited to the job. It should also highlight any accomplishments or awards that the applicant has earned. The summary should be concise and should not exceed four sentences. It should also explain why the applicant is a great choice for the role, emphasizing any relevant customer service experience and soft skills such as patience and an ability to remain calm under pressure. The summary should demonstrate that the applicant is prepared to take on the challenges of a call center role and deliver great customer service.
Having a well-crafted objective on your resume can set you apart from other applicants when you apply for a Call Center Agent position. A good objective statement should be tailored to the position you are applying for, highlight your qualifications and showcase your best attributes.
Here are some examples of good objectives for a Call Center Agent resume:
These objectives demonstrate your qualifications and emphasize your best attributes to potential employers. They should be tailored to the job you are applying for, and highlight the specific skills and experiences that make you an ideal candidate. With a well-crafted objective, you can show employers that you are the best candidate for the position.
When it comes to listing call center agent skills on a resume, it can be tricky to know what information to include and what to leave out. Your call center agent resume should be tailored specifically to the job you are applying for, and should demonstrate your ability to excel in customer service and communication. To help you get started, here are some of the skills that should be included when listing call center agent skills on a resume:
These skills are just a few of the important skills that should be included when listing call center agent skills on a resume. By emphasizing the important skills for call center agents in your resume, you can make sure that employers see that you are qualified for the job.
When you apply for a job as a call center agent, it’s important to tailor your resume and highlight the skills that are pertinent to the position. Many call center agents have experience in customer service and sales, as well as technical and communication skills. Here are some of the skills that you should include on your resume when applying for a call center agent position.
By showcasing the relevant skills on your resume, you can demonstrate that you have the qualifications necessary to be a successful call center agent. Doing so can help you stand out among other applicants and increase your chances of getting the job.
A call center agent plays an integral role in customer service, handling customer inquiries efficiently and providing resolutions. As a result, employers tend to look for certain qualifications and experiences when reviewing resumes for call center agents. Here are some key takeaways for crafting an effective resume for a call center agent role:
By following these tips, you can create a resume that showcases your qualifications as a call center agent and helps you stand out from the
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Call Center Agents handle customer inquiries via telephone, mail or instant messaging. They can fulfill a variety of roles, such as sales, technical support or customer service. The strongest Call Center Agent resume samples mention skills such as listening and communication abilities, problem analysis and solving capacity, customer service orientation, adaptability and resilience. A common education requirement typically listed in Call Center Agent resumes is holding a high school diploma, while undergoing specific training represents an advantage.
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Handle approximately 75-150 inbound calls on a daily basis in a busy fast paced Parts Research Department. Provide parts information, such as stock availability, price and eta’s. Place and submit orders in an order entry system as well as cancel upon request and/or track shipments.
Customer service agent responsible for entering catalog orders VIA telephone into company database; provided requested information to customers in a professional and proficient manner in relation to products, customer order and vendor information. Worked successfully with co-workers as well as independently. Hired as a seasonal employee; position was made permanent at the end of expected duration.
Facilitated order placement, as well as analyzed order information to resolve issues and concerns
Provided customer satisfaction through effective and timely resolution of a variety of customer inquiries.
Delivered world class customer service; built customer satisfaction and loyalty.
Trained new and existing agents as needed to use Infinity, WebMD, MedENT, NextGen, MedTech, and Eclinical
Adeptly handle inbound calls for sales and service vendors using cloud management platform software.
Serve as liaison between customers, management, and technicians, fielding 50 customer service calls on average daily
Handle Inbound and outbound customer service calls and provided excellent customer service
Assisted with incoming and outgoing calls
Interacted with students to resolve financial aid questions and concerns.
Provided thorough and personable customer service, listening and empathizing with customers in order to solve their issues quickly and completely
Responsible for all inbound traffic concerning account balances, opening new accounts, money transfers, concerns, and customer complaints.
Handled approximately 50-100 inbound calls on a daily basis in a busy fast paced Call Center.
Working in a call center is more complex than simply answering phone calls. Call center agents generally perform these common duties and responsibilities:
Verify Customer Information This is the most important duty performed by call center agents who work in the insurance or medical industries. Incorrect customer information could suspend important benefits and coverage, so they usually start every call by verifying the customer’s information.
Enter Customer Information into Database Capturing customer information is a crucial part of the call center agent’s job. They have to take down the information of first-time callers and enter it into the center’s master database.
Document Customer Concerns Call center agents have to keep track of every time they make contact with a customer. This helps the workflow of the call center, as it allows another agent to address the issue if the customer calls again.
Follow Detailed Procedures for Common Questions Most call center agents have scripts prepared for them that address the most common questions. They must follow the script to provide consistent service while talking in a conversational manner.
Diffuse Angry Customers Many customers get angry when they have a malfunctioning product or an issue with a service. Call center agents must maintain their cool at all times and use conflict resolution tactics to diffuse the situation.
Call center agents need a high level of patience and focus to succeed at this position. The following skills and abilities are what hiring managers value most:
Call center agents need only a high school diploma or equivalent to find employment. All of the techniques and skills they need to succeed come through on-the-job training. There are a few organizations that offer call center agent certification, with the most respected being the Management and Strategy Institute.
According to Glassdoor, the average annual base pay for call center agents is $30,750. Those at the low end of the spectrum make $23,000, while those at the high end make $42,000. The Bureau of Labor Statistics expects demand for customer service representatives, which includes call center agents, to rise 5 percent through 2026, which is about as fast as average.
Working as a call center agent is a great way to build a career in customer service. Here are some resources to help you in this endeavor:
Professional Association for Customer Engagement – this is the only organization that focuses solely on those who work in contact centers. It puts on a yearly expo and offers smaller regional networking events on a consistent basis
Wake Up Your Call Center: How to Be a Better Call Center Agent – author Rosanne D’Ausilio breaks down the components of a good call center agent in easy-to-understand language
Call Miner – Call Miner is a company that sells speech analytics software and maintains a blog that’s regularly updated with information pertinent to call center agents
Contact Center Agent 101: An Introduction to Your Multi-Channel Call Center Career – Steve Stapp uses his 20-plus years of call center experience to explore the purpose of call centers and cover all the techniques necessary to perform this job effectively
Zendesk – Zendesk offers a slew of products geared towards call center management, including a digital library and a blog that’s updated with articles geared towards both agents and managers
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
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Almost nobody writes a good call center resume. But it’s not hard.
A bad one attracts jobs that suck your soul out through your headphones. A good one stands out like a Sennheiser in a pile of Philips. The difference? Prove you know FCR from IVR, and that Wrap Time isn’t “lunch.”
This guide will show you:
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Claude Sizani Call Center Agent (Inbound & Outbound)
Phone: 318-264-4838 Email: [email protected] LinkedIn: linkedin.com/in/claudesizani Twitter: twitter.com/claudesizani
Cheerful call center agent with 7+ years of experience. Seeking to use high-level telesales and customer support skills to deliver sales excellence at Verizon. Awarded Gold-Star status at ABC Call Center for spurring a team of 10 to 25% more sales and 50% more dials over previous year.
Call Center Agent & Peer Mentor Contact ABC Call Center 2012–2017
Call Center Representative, Outbound Attainable Health & Wellness, Inc. 2010–2012
Customer Service and Phone Experience Various 2009–2012
John Moore Senior High 2005–2009
Publications
Additional Activities
Languages: Spanish (fluent)
A call center representative works in a customer service or support role. They handle incoming phone calls from customers and providing assistance or information to them. A call center job requires strong communication and customer service skills and the ability to work well under pressure.
Now, here’s how to write a call center resume:
Resume format is key. It proves you pay attention to detail. Do it right, or get tossed out.
Expert Hint: Use a resume PDF unless the job description says not to. They’re best because 1) Machines can read them and 2) Their formatting stays locked.
Where to start a call center resume? Put your resume objective up top. Make it a mini sales pitch with:
1. An adjective (Cheerful, Efficient, Energetic)
2. Job title (Call Center Pro)
3. Years of experience (2+)
4. How you’ll help (provide high-level support)
5. Flashiest achievements (10% more dials than average)
These two call center resume examples can slash your EWT.
See the difference? That first call center agent resume sample is FCR. The measured wins make the manager say, I should read this.
Well—you’ve got achievements . Put them in your call center resume objective.
Don’t even have achievements? Do a day or two of call center temp work. Even that works on entry-level call center resumes.
Resume summary vs objective—what’s the difference? An objective used to show a job goal. These days, you have to show how you can help instead.
Expert Hint: Write your resume objective for call center jobs last. That way it’s like a trailer for your job search movie. You’ll have lots to pick from, and summarizing will be easy.
Want a secret? Most applicants can’t write a good job description . That makes it easy to stand out.
1. Read the job ad.
2. Highlight the call center resume skills and duties.
3. In your resume bullets, show you’ve drilled those to the wall.
Let these call center resume examples take you off hold.
Job ad wants these skills: (1) leadership (2) efficiency (3) coaching.
Call Center Agent & Peer Mentor Contact ABC Call Center 2013–2018
Call Center Agent Contact ABC Call Center 2013–2018
Why will #1 light up the board? The accomplishments and numbers fit what the company is seeking.
Even if you’ve never had a call job, you can make a call center resume sample like that.
Don’t copy-paste generic skills for resumes . Managers see through that faster than Your call is important to us. Here are the most popular for reference:
Customer Service | MS Office |
Patience | CRM Software |
Learning Product Knowledge | |
Speed | Helpdesk/Talkdesk |
Compassion | |
Listening | Phone Skills |
Positive Attitude | 10-Key Typing |
Adaptability | Fast Typing |
Organization | Salesforce |
Stress Management | RingCentral |
Expert Hint: Mix soft skills and hard skills. Need more hard skills for a call center jobs resume? Try a 1-hour Lynda class .
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Education doesn’t matter. Not on call center agent resumes. But, make yours matter and you’ll smoke the competition. These call center resumes examples show how:
That first call center agent sample has the right bullets. They show the manager you had this dialed back in school.
Expert Hint: Don’t have work experience for a resume for call centers? Show tons of resume education wins. Groups, projects, teams, and titles can crank up a quiet resume.
Corporate accounts payable, Nina speaking, just a moment.
What do most call center resumes have in common? They’re all the same. Make yours different, and the call center manager will call you at 3 am.
So— add resume extras that show you’re not just begging. These two call center resume examples can help:
Those first call center resume samples stand out like a quarterly bonus. They prove the manager can rely on you.
Expert Hint: To knock it out of the park, add a cover letter to your resume for call center jobs. You’ll multiply your chance of getting hired. So learn how to write a cover letter now.
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For a great call center resume:
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Writing a resume profile doesn't have to be a hassle. With our quick guide, expert template, and professional examples, you'll soon make a resume profile that will get you the job.
Mariusz Wawrzyniak
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Learn how to email a resume the right way and start getting more job offers. See a proven resume email sample and learn how to write one yourself.
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What if you could compress your experience and skills into a single punchy resume section that would knock the recruiter off their feet? The qualifications summary is the answer.
Maciej Duszynski, CPRW
When you are on the hunt for a new Call Center Representative position, it is essential to check out clear and professional example resumes first.
With hundreds of other Call Center Representatives looking for a new job every day, you want to make sure your resume stands out by being both informative and intriguing. Have a look at our 2020 Call Center Resume & sample guide.
What you can read in this article
Or download these resume examples in PDF at the bottom of this page for free
What to highlight.
No matter how long you have been working as a Call Center Representative, there are some key things that every employer wants to see on your resume.
Since a Call Center Representative’s job is very metrics-driven, potential employers want to know what your average call times are, how many calls you took per day, and what your first call resolution rates were. They also want to know what level of the call center you are comfortable working on, for example, if you were the first person a customer would talk to (L1) or if you received escalated or complex calls (L2 / L3).
Next, an employer wants to see what type of environment you were in, including the number of people in the call center and the industry. There is a big difference between working alongside five coworkers versus working alongside 500 other representatives.
Lastly, an employer wants to know what kind of issues you were dealing with on your calls. Did customers call you to discuss billing issues? Or did they call to inquire about new products or services? Be as concise as you can and explain all of the types of calls you are familiar with fielding.
1. Contact Information : Name, Address, Email, Phone Number, Nationality
2. Profile : 1 – 3 sentences giving a broad overview of your profession, years of experience in the industry, and specific areas of specialty (ex. Billing, Products & Services, Technical Troubleshooting)
3. Employment History : Showcase your employment history and include a list of your daily responsibilities. If you are new to being a Call Center Representative, you can add other employment (ex. Server, Sales, etc.) to show you have work experience. If you have been in the industry for a while, only include your Call Center Representative experience.
4. Education/ Certifications/ Coursework/ Training : It is not necessary to have more than a high school diploma to be a Call Center Representative. If you have a degree, list it here. You can also add any special training or certifications that you have received.
5. Key Skills : List of key skills that you possess. These should reflect the key skills that are listed as required in the job postings you are applying for.
6. Languages : This is very important for Call Center Representatives. List all languages you can speak, including your level of proficiency.
No matter how long you have been a Call Center Representative, try incorporating these responsibilities under your employment history:
Employers love numbers because it makes your experience feel more tangible. When writing your resume, if you can answer the questions, “ How much ?” or “ How many ?”, you should include that number. For instance:
When it comes to Customer Service Representatives, soft skills are of the utmost importance. You are, in essence, the face and voice of a company, so employers want to know that you will give their customers a professional and pleasant experience. To show employers that you have the soft skills they are looking for, try to incorporate these into your profile, key skills, and cover letter sections:
Never make your employment history sound like a massive list of tasks. Instead, help potential employers envision you performing the job by using these Call Center Representative-specific action verbs:
Calling | Answering | Troubleshooting |
Evaluating | Offering | Screening |
Vetting | Analyzing | Navigating |
Documenting | Training | Improving |
Utilizing | Recommending | Discussing |
Escalating | Providing | Following |
Calculating | Ordering | Placing |
Explaining | Describing | Researching |
We picked for you a wonderful Locksmith Cover letter to use or to get inspired!
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Call centers are essential organizations that provide customer support services, sales assistance, technical support, and other related services. Employees in a call center are responsible for handling a significant volume of calls and inquiries while maintaining a friendly and helpful demeanor on the phone.
A well-written call center resume is crucial to land a call center job. Your resume should highlight your skills, experience, and achievements relevant to the call center industry. It is essential to have a well-crafted resume to stand out from the crowd and get noticed by hiring managers.
The Call Center Resume Guide is a comprehensive resource for job seekers looking to create a winning resume. This guide aims to provide valuable insights, guidance, and best practices on how to create a call center resume that impresses potential employers. With this guide, you will:
This guide aims to equip you with the necessary tools and resources to create a well-crafted call center resume that stands out and helps you land your dream job. Let’s dive in and learn how to make your call center resume shine!
The call center industry is a rapidly growing sector that provides customer support and various other services to businesses. Call centers can be operated both in-house and outsourced, and they can vary in size from small teams of a few representatives to large teams of several thousand.
The call center industry is a dynamic and challenging industry that requires skilled professionals who can handle various kinds of customer inquiries, complaints, and concerns. The industry has grown significantly over the years, thanks to technological advancements that have made it easier for businesses to implement call center services. The industry is characterized by high competition, as businesses strive to provide excellent customer service to keep up with their competitors.
There are several types of call centers, including inbound call centers, outbound call centers, blended call centers, virtual call centers, and omnichannel call centers. Inbound call centers handle incoming calls from customers concerning support, inquiries, and orders, while outbound call centers make outgoing calls to customers for surveys, telemarketing, and collections. Blended call centers handle both inbound and outbound calls, while virtual call centers allow representatives to work from a remote location. Omnichannel call centers provide support across various channels such as voice, email, chat, and messaging.
Effective communication, problem-solving, and teamwork skills are essential for anyone interested in pursuing a career in a call center. Other crucial skills include patience, empathy, attention to detail, and the ability to multitask. Call center representatives must also be adaptable, as the industry is continuously evolving.
The call center industry is continually changing and adopting new technologies to provide excellent customer service. Some of the latest trends in the industry include the use of chatbots, artificial intelligence, machine learning, and data analytics. Chatbots allow businesses to automate basic customer service inquiries, freeing up representatives to handle more complex issues, while artificial intelligence and machine learning help enhance the speed and accuracy of customer service. Data analytics, on the other hand, help track customer behavior, preferences, and feedback to identify areas that need improvement.
Understanding the call center industry’s different aspects, including its overview, types, required skills, and latest trends, is essential for anyone interested in pursuing a career in this field. Call centers offer numerous opportunities for personal and professional growth, and with the industry’s continuous growth and evolution, there is always room for improvement and advancement.
When it comes to crafting a call center resume, it is crucial to pay attention to the structure and format. Here are the basic components, recommended length, formatting tips, ATS-friendly call center resume tips, and mistakes to avoid.
A call center resume typically consists of the following basic components:
Contact Information: This includes your name, address, phone number, and email address. Make sure your contact information is accurate and up to date.
Summary or Objective Statement: This should be a brief introduction that highlights your relevant skills, experience, and achievements.
Work Experience: This section should list your previous call center jobs, starting with your most recent position. Include your job title, company name, employment dates, and key responsibilities and achievements.
Education and Training: This section should list your highest level of education, any relevant training or certifications, and any awards or honors.
Skills: This section should list your key skills, especially those that are relevant to a call center position.
A call center resume should ideally be one to two pages long. Use clear and concise language and avoid using jargon or acronyms that potential employers might not understand. Use bullet points to make the information more digestible and scannable.
Make sure your formatting is consistent and clean. Use a legible font (such as Arial or Times New Roman) in a standard size (10-12 pt). Use a simple and clear layout, with plenty of white space to make the information more visually appealing.
Many companies use Applicant Tracking Systems (ATS) to screen resumes before they even reach human recruiters. To increase your chances of passing this first hurdle, use the following ATS-friendly tips:
Use standard section headings (such as “Work Experience” and “Education”) instead of creative ones.
Use simple bullet points instead of tables or graphics.
Use standard fonts and avoid using images, logos, or symbols.
Use keywords and phrases that are relevant to the call center job you are applying for.
To ensure your call center resume stands out for the right reasons, avoid the following mistakes:
Including irrelevant information, such as hobbies or personal details.
Being too general or vague in your descriptions of your past work experience or achievements.
Using unprofessional language or grammar mistakes.
Failing to tailor your resume to the specific call center job you are applying for.
Using these basic components, formatting and ATS-friendly tips, as well as avoiding common mistakes can make a significant difference in the effectiveness of your call center resume.
When it comes to crafting an effective call center resume, there are a few key strategies that can help you stand out from other job applicants. Here are four important tips to keep in mind:
Using action verbs and power words in your resume can help make it more engaging and dynamic. By showcasing your achievements and abilities in a way that is easy to read and understand, you can help ensure that your call center resume catches the recruiter’s attention and lands you the job you want.
When it comes to creating an impactful call center resume, you need to include some common sections that will highlight your professional experience and achievements. Below are the standard sections that you should include in your call center resume.
The professional summary and objective statement are the first things that recruiters will look at in your resume. Therefore, it’s essential to make them count. Highlight your key skills and accomplishments that make you stand out from the crowd. Your objective statement should be tailor-made to the position you’re applying for.
Your work experience is the most critical section in your resume. This is where you’ll list your previous call center jobs, notable achievements and responsibilities. Ensure to quantify your achievements to demonstrate to the recruiter how you added value to your previous employer.
This section should highlight your educational background and any certifications relevant to the call center job that you’re applying for. You should include the name of the institution, the degree/certification, and the dates.
Since you’re a call center agent, you need to have excellent communication and customer service skills. In this section, you’ll highlight your skills and abilities that will make you a valuable asset in the call center industry. Ensure to tailor your skills to the position you’re applying for.
This section is optional, but it can make you stand out from the rest of the candidates by showcasing your excellent performance and achievements. Include your previous awards and recognition to show the recruiter that you’re a top performer.
Including volunteer and community service activities in your resume shows recruiters that you have a heart for service and that you are making a difference in society. This section can make you a well-rounded candidate and increase your chances of getting the job. Ensure to highlight your volunteer activities and how they have impacted the community.
Your call center resume needs to be tailored to the position you are applying for, and the sections above should be used as a guide. Ensure to quantify your achievements and make your resume stand out from the rest.
A. frequently asked questions about call center resumes.
As a call center professional, you may have doubts and queries related to your resume. Here are some of the most frequently asked questions about call center resumes:
During a hiring process, you may face tricky questions and scenarios related to your call center experience, skills, or work style. Here are some tips to handle them:
By following these guidelines and using the provided examples, you can create an effective call center resume that highlights your unique strengths and qualifications.
In order to create an effective call center resume, there are several best practices that you should follow:
Start with a strong objective statement that clearly states your career goals and qualifications.
Use bullet points to highlight your skills and achievements, and keep the resume concise and easy to read.
Include relevant keywords from the job description to help your resume get through Applicant Tracking Systems (ATS) used by recruiters.
Emphasize your customer service skills and experience, as they are the most important attributes for a call center job.
Quantify your accomplishments wherever possible by using data, numbers, and percentages to demonstrate your success.
Stay motivated and persistent in your job search, and don’t give up if you don’t hear back immediately.
Take the time to research the company before applying and tailor your resume and cover letter to fit the job and the company culture.
Be flexible and willing to learn new skills and adapt to new technologies and processes.
Network with other call center professionals and attend industry events to stay informed about the latest trends and best practices.
Be patient and persistent, and don’t be afraid to follow up on your application status.
Stay on top of industry news and trends by reading blogs, news articles, and industry publications.
Keep your skills up to date by taking online courses, attending webinars, and participating in training sessions offered by your employer.
Join professional organizations and groups to network and learn from other professionals in your field.
Use social media platforms like LinkedIn to connect with other call center professionals and potential employers.
Consider pursuing advanced certifications or degrees to increase your qualifications and stand out in a competitive job market.
By following these best practices, habits, and tricks, you can create a winning call center resume and stay ahead of the game in the call center job market.
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Writing a great call center agent resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.
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If you're looking for inspiration when it comes to drafting your own call center agent resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the call center agent job you're after.
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A call center agent's resume is a critical tool for showcasing their skills, experience, and qualifications to prospective employers. It's the first impression hiring managers get, and it can determine whether you're considered for an interview. A well-crafted resume for a call center agent includes several essential sections: contact information, an objective or summary statement, skills and competencies, work experience, education and certifications, achievements and awards, and references. Let's explore each section to understand what to include and how to make your resume stand out.
At the top of your resume, ensure your Contact Information is visible and includes up-to-date details. This section should provide employers with the means to contact you for further discussions or interviews.
Typically, your contact information should consist of your full name, home address, phone number, and a professional email address. It's also common to include links to professional social media profiles like LinkedIn. Ensure these profiles are polished and professional.
Remember, the Contact Information section is not only a way for employers to reach you but also their first impression of your professionalism, so keep it neat and error-free.
The Objective or Summary Statement serves as your professional pitch. It should be concise, compelling, and tailored to the call center agent role you're applying for.
An objective statement should articulate your career goals and how they align with the job at hand, while a summary statement should highlight your key qualifications, experiences, and skills pertinent to a call center position.
Make sure this section grabs the hiring manager's attention and succinctly communicates why you're the ideal candidate for their call center agent position.
Related : Top Call Center Agent Resume Objective Examples
The Skills and Competencies section is where you list the abilities that qualify you for the job. Call center agents require a mix of communication, customer service, problem-solving, technical, multitasking, patience, empathy, language proficiency, and sales skills.
Customize this section to match the specific requirements of the job you're applying for.
Related : Call Center Agent Skills: Definition and Examples
Detailing relevant Work Experience is crucial. It provides insight into your practical knowledge and the value you can bring to a new employer. List your roles in reverse chronological order, including the company name, location, dates of employment, and your job title.
Highlight responsibilities and achievements that align with the call center agent role, using quantifiable metrics where possible. If you're new to the field, include any volunteer work or internships that demonstrate relevant skills.
Use bullet points and action verbs to make your experience clear and impactful, and explain any gaps in your employment history.
The Education and Certifications section should outline your academic background and any additional qualifications. While a high school diploma is often the minimum requirement, further education or certifications in business, communication, or customer service can enhance your appeal.
List any higher education degrees, relevant certifications, and training courses that prepare you for the call center agent role. This section helps present you as a well-rounded candidate with a commitment to professional development.
Related : Call Center Agent Certifications
An Achievements and Awards section can distinguish you from other applicants. Include any recognitions related to customer service excellence, sales achievements, or efficiency improvements. Provide context for each accolade, detailing the actions that led to the recognition and the skills you utilized.
Quantifiable metrics can make your accomplishments stand out and signal to hiring managers the potential impact you could have on their organization.
References serve as endorsements from those who can vouch for your abilities and work ethic. Choose references who can speak positively about your performance in customer service or call center roles.
Include their name, job title, company, contact number, and email address, and ensure you have their permission to be listed. If preferred by the employer, you can state "References available upon request" to indicate you have credible supporters ready to provide feedback.
Selecting the right references can significantly boost your chances of securing the job, so choose wisely.
Create an call center agent resume that lands you the interview with our free examples and writing tips. use and customize our template and land an interview today..
Are you looking for an example of a Call Center Agent resume? This article provides a comprehensive guide on how to craft a winning resume for your next career move. You will find information on how to highlight your best skills, qualifications, and experience to stand out from the competition. Additionally, you will gain valuable insight into the job responsibilities of a Call Center Agent and the kind of qualifications employers are looking for. Finally, you will find a detailed example of a successful Call Center Agent resume that you can use as a template for your own.
We will cover:
A Call Center Agent is responsible for providing customer service and technical support to customers via telephone, email, and chat. This can include answering customer inquiries, resolving customer issues, and providing product or service information. The Agent may also be responsible for taking orders, upselling products and services, and providing customer feedback to the company.
John Doe Address: 123 Main Street, Anytown, CA 12345 Phone: (555) 555-5555 Email: [email protected]
John Doe is a professional Call Center Agent with 5+ years of experience in a fast-paced customer service environment. He is an exceptional problem solver with a commitment to customer satisfaction and a proven track record of success. He has a strong ability to adapt quickly to changes in customer service policies and procedures.
Work Experience
Certifications
Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Call Center Agent resume tips. We collected the best tips from seasoned Call Center Agent - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.
The answer to this question depends on the type of job you're applying for and your level of experience. If you're applying for a call center job with limited experience, then a resume summary may be the best option. A resume summary will help to quickly summarize your relevant skills, work experience, and qualifications for the job. It will also help to highlight your ability to effectively communicate and handle customer service inquiries. On the other hand, if you have more extensive experience in the call center industry, then a resume objective may be more appropriate. A resume objective will help to emphasize your specific goals and objectives for the job, as well as demonstrate how your skills and experience fit into the company's needs. For Example:
A strong experience section for a call center agent resume is important because it helps potential employers to quickly assess your qualifications and determine if you are a good fit for the job. It also helps employers to get a better understanding of your work history, job duties, and customer service skills. By highlighting relevant experience, you can demonstrate your ability to handle customer inquiries efficiently, resolve customer issues, and provide quality customer service. Additionally, a strong experience section can help to set you apart from other applicants, helping you to stand out in a competitive job market. For Example:
A call center agent typically needs a high school diploma or GED equivalent. In some cases, employers may also require a college degree or certificate in customer service, communication, or another related field. Other important qualifications include strong communication and customer service skills, problem solving abilities, computer proficiency, and a professional phone demeanor. Here is an example of an experience listing suitable for a Call Center Agent resume:
Adding skills to your call center agent resume is important in order to help you stand out from other applicants and demonstrate your expertise in the field. By including skills such as customer service, problem-solving, time management, active listening, communication, computer literacy, and data entry, you can show employers that you have the qualifications necessary to excel in the role. Additionally, including relevant skills can help employers quickly understand what qualifications you possess, so they can easily determine if you are a good fit for the position. Soft Skills:
In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.
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When writing a call center agent resume, there are a few important skills to highlight. First and foremost is providing excellent customer service. This includes handling customer inquiries, resolving issues, and pitching sales. Strong communication skills are also key, as this role involves working with customers over the phone. Additionally, data entry and call handling are crucial skills for a call center agent. It's also important to highlight your ability to work independently and maintain strong communication equipment. According to the examples provided, effective call center agents are able to handle a high volume of phone calls, troubleshoot issues, and provide customer support while also maintaining a professional demeanor.
How to format your call center agent resume:.
Choose from a variety of easy-to-use call center agent resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your call center agent resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.
1. add contact information to your call center agent resume.
Call Center Agent Resume Contact Information Example # 1
Dhruv Johnson
[email protected] | 333-111-2222 | www.linkedin.com/in/dhruv-johnson
Your resume's education section should include:
If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.
Optional subsections for your education section include:
Other tips to consider when writing your education section include:
Check More About Call Center Agent Education
Call Center Agent Resume Relevant Education Example # 1
Bachelor's Degree In Biology 2010 - 2013
University of Wisconsin Colleges Madison, WI
Call Center Agent Resume Relevant Education Example # 2
High School Diploma 2014 - 2016
Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.
Here are some tips to keep in mind when writing your resume's skills section:
Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.
Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.
Example of skills to include on an call center agent resume
Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.
Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.
Telephone calls are a communication means through which a caller is connected to the called party. The call is done through a telecommunications device called a telephone. The caller can use a landline, mobile phone, or satellite phone to make the call.
Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.
Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.
A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.
Customer interaction is communication between a company and its customers. Through customer interaction, a company is able to solve the various queries its customers have, convey different packages, and range of services provided by the company, and receive suggestions from the customers.
Top Skills for a Call Center Agent
The most important part of any resume for a call center agent is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.
Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.
It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of call center agents" and "Managed a team of 6 call center agents over a 9-month project. "
Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.
Specific call center agent certifications can be a powerful tool to show employers you've developed the appropriate skills.
If you have any of these certifications, make sure to put them on your call center agent resume:
A resume summary statement consists of 1-3 sentences at the top of your call center agent resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.
Remember to emphasize skills and experiences that feature in the job description.
Links to help optimize your call center agent resume.
What are the duties of a call center agent, search for call center agent jobs.
Updated June 25, 2024
Editorial Staff
The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.
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Call Center Agent role is responsible for computer, customer, basic, training, general, microsoft, english, typing, interpersonal, research. To write great resume for call center agent job, your resume must include:
The section contact information is important in your call center agent resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
The section work experience is an essential part of your call center agent resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous call center agent responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center agent position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Agent resume experience can include:
Make sure to make education a priority on your call center agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center agent experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
These are the four additional pieces of information you should mention when listing your education on your resume.
When listing skills on your call center agent resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical call center agent skills:
Experience for lead call center agent resume.
Skills for lead call center agent resume.
Responsibilities for lead call center agent resume.
Call center analyst resume sample, call center sales resume sample, call center supervisor resume sample, center support resume sample, tech, tech support resume sample, expert support resume sample, resume builder.
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To stay competitive and keep up with customer needs, it’s critical for organizations to stay on the cutting-edge of technology. Modern virtual contact center software enables businesses to adopt emerging technology without overtaxing resources. And as remote work has become a standard for teams of all sizes, operating a virtual contact center just makes sense.
These contact centers give those remote agents the flexibility they want. Businesses get the scalability to efficiently manage customer interactions across diverse geographies and time zones. This can all be done with fewer resources and at lower operational costs.
Modern call center software uses advanced technologies like cloud computing and artificial intelligence (AI). These have become a critical foundation for delivering even better services to customers and employees . And that value continues to evolve.
Let’s take a look at how virtual call centers have developed into AI powerhouses. We’ll discuss how they help drive growth and efficiency. And we’ll explore how they create new opportunities for your business.
First-generation virtual call center platforms connected disparate PBX systems for outbound calling and inbound calls, as well as ACDs via CTI overlay solutions. They could route calls, while offering reporting and workforce engagement capabilities. This enabled agents on different systems and in different locations to operate as one.
Enhanced capabilities routed calls to the most appropriate agent, regardless of their physical location. This not only improved response times, but it also improved customer satisfaction as less time was wasted with agents who couldn’t help them.
These connections meant that businesses could scale operations more effectively, without the need for a single, centralized system. This was particularly valuable for businesses with multiple locations or those operating in different regions.
The new operational efficiency and reduced overhead costs with the addition of workforce management tools played an important role in managing teams focused on virtual call center work.
It also simplified agent scheduling, forecasting and overall productivity using tools that facilitate collaboration. And it became much easier for companies to hire talent from any geography.
These capabilities enabled major operational improvements for virtual call centers. And the rise of digital channels proved just as transformative in a completely new way.
The digital era gave customers nearly unlimited options for engagement. And it allowed them to control how — and when — they engage with businesses. With their instant access to multiple vendors, products and services, customers were empowered to make more informed decisions. And businesses listened.
By adding these channels into how they engage, virtual call centers continue to meet customer support expectations and deliver more personalized and responsive services .
The integration of digital channels into virtual call centers completely changed the way businesses interact with customers. After decades of handling voice interactions, virtual call centers evolved into channel-less hubs.
These enable call centers to meet customers where they are. And agents or AI-powered self-service tools can provide support through any channel.
Digital channels facilitated the development of omnichannel strategies , where customers could start an interaction on one channel and continue it on another without having to repeat themselves. This continuity and convenience enhanced the customer experience. Digital also enabled call centers to offer some 24/7 support with self-service.
This generation of technology changed the agent experience, as well. No longer islands of functionality, customer support teams are recognized as multifaceted brand ambassadors on the front lines. And companies recognize that virtual call center agents and remote teams are essential in delivering a great customer experience.
Support for digital channels meant that any customer interaction — voice or digital — could be handled from anywhere in the world, across multiple time zones, without being tied to a physical location. This has led to more efficient use of agent time and reduced workforce resource requirements, cutting operational costs.
Virtual contact centers also incorporate social media channels into their mix of interactions. This is especially important as most online companies have a global customer base.
Previously, many customers turned to social media as a channel of escalation when more traditional service channels failed to address their concerns. Today’s customers are increasingly using it for general requests, queries and feedback — even compliments .
The wealth of data from digital and social channels can be analyzed to gain insights into customer behavior, preferences and pain points. As call center operations have become more flexible and agile, businesses use this data to quickly improve service delivery, tailor marketing efforts to current conditions and drive strategic decisions.
When we say born in the cloud or “cloud native,” we mean that a platform was developed in a modern cloud environment, using the same technology and architectural principles as today’s largest consumer cloud apps — Facebook, Google, Netflix — for its components. It has become a necessity for supporting a more ubiquitous workforce and taking advantage of AI, including its support for real-time, data-driven decision-making.
Built with microservices and an API-first approach, a cloud-native platform enables greater innovation, scale and interoperability with other systems. It’s typically open and transparent in terms of APIs, security practices and operational status.
When an all-in-one solution is built natively on such a platform, there tends to be greater synergy and tighter collaboration among a broad set of users and developers within the enterprise, as they’re able to rapidly build, test and deploy new applications and services together using a single set of modern tools and technologies.
In comparison, refactored legacy solutions use restructured source code to leverage modern cloud tech — with disparate applications often bolted together. These can be more time-consuming to implement and manage across a workforce with diverse needs.
They also tend to provide slower innovation and a sub-optimal user experience. This can add complexity, cost and frustration. And it often slows down time to value because the platform requires more resources and effort.
All-in-one platforms that are born in the cloud render the concept of product releases a thing of the past. With a single, common code base, virtual contact centers benefit from the continuous delivery of innovation across all locations and areas of the business, including digital, AI, journey management and workforce engagement. These innovations allow businesses to respond faster to market changes; evolving security requirements and compliance regulations; customer needs; and cost pressures.
Advanced AI technology is maturing rapidly and being used to expand the virtual workforce. And the hottest AI technologies — conversational and generative AI — are reshaping the way people interact with contact centers. These technologies enable more personalized and natural conversations, provided the underlying large language model is fine-tuned for the respective use case and area of application.
They’re also enabling businesses to orchestrate customer experiences by seamlessly integrating automation with human-assisted interactions. We’re seeing this development as virtual agents and copilots join human agents to deliver personalized, efficient customer experiences.
While bots typically handle straightforward, repetitive tasks, virtual agents are designed to engage in more meaningful, human-like interactions. These newer (digital) members of the workforce enable companies to provide a more comprehensive and dynamic customer experience without tying up expensive human agent resources.
Powered by AI and machine learning, virtual agents can answer FAQs, process transactions and gather customer information. They can pull data from knowledge bases and other sources to resolve customer issues accurately and efficiently. Virtual agents also create a customer interaction summary along with wrap-up codes for future reference, or they can seamlessly hand off to a human agent, when needed.
These capabilities mean that as virtual agents handle simpler queries, human agents can work on more complex issues and emotionally nuanced interactions. This also frees agents to further personalize customer experiences and engage with empathy, making their work more fulfilling. And modern tools are making agent lives even better.
AI-powered copilots differ from virtual agents by supporting human agents in real time during customer interactions. They understand intents and workflows and can recommend the next-best action to achieve the desired outcome. Additionally, they can identify cross-sell and up-sell opportunities.
Copilots improve over time through continuous learning, offering more accurate, relevant solutions. Copilots save agents time , assist them in delivering accurate responses and help them improve first-call resolution. By doing so, they support a more cohesive and responsive customer experience that balances automation and the human touch. And this reinforces trust in your brand.
AI can now generate an end-to-end experience that addresses an individual customer’s needs across a wider pool of customers and agents, creating more empathetic engagements at a lower cost.
Technology has advanced over multiple generations, and this includes the software that powers virtual call centers. These systems have evolved from being disparate and location-bound to highly unified and sophisticated, using AI innovations to provide seamless customer experiences across multiple channels, geographies and skill sets.
Each generation of technology has built upon the previous one, becoming more efficient, scalable and intelligent. That has transformed the way we do business — and how customers expect to interact with the companies they choose to do business with.
More virtual call centers will take advantage of virtual agents and copilots to become efficient, effective and empathetic. The result will likely be a new level of service for customers. And they’ll enhance job satisfaction for employees who can more easily work from home. These are the differentiators that keep a company ahead of its competitors.
Today, setting up a virtual call center is key to business success, enabling companies to orchestrate customer experiences with the most optimal mix of digital and human resources. Take the next step in transforming your traditional call center software to a virtual call center solution that enables you to deliver the best possible experience and be ready for whatever the future brings.
Learn how the Genesys Cloud™ platform streamlines administration, minimizes your tech footprint and empowers your teams. Read this overview to discover why leading brands consistently choose Genesys for their customer experience transformation.
Roe Jones, Product Marketing Director at Genesys, has over 25 years of industry experience spanning a variety of roles across Customer Support, Professional Services, Product Management, Commercial Operations and most ...
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A recruiter-approved Call Center Agent resume example in Google Docs and Word format, with insights from hiring managers in the industry. Updated for 2024.
This page contains the 2 best sample resumes for entry-level call center agents with less or no experience in hand. Writing guide.
As a call center agent, your resume is often the first point of contact between you and potential employers. It needs to stand out and showcase your skills and experience to be considered for the job. In this article, we will explore the importance of a well-crafted call center agent resume and provide 20 examples to help guide you in creating an effective document. Our purpose is to help job ...
Whether you're a call center rep or a supervisor, these 7 call center resume samples are proven to help you land your next job in 2024.
Writing a call center resume is no exception. You must include the relevant qualifications, skills, and experiences that align with the job requirements. Read our guide on best practices for writing call center resumes, what skills and objectives to include in your resume, and the industry-best call center resume examples to stand out.
Check out our call center resume examples, template, and expert writing guide — all created to show you how to showcase your skills and experience effectively.
Resume guide for a call center agent resume How do you craft your skills, employment history, and personality into a document that gets you that all-important interview? Resume.io is a great source of advice and practical tools to answer that question. Check out any of the 500+ resume examples and writing guides in our free library, as well as our resume builder.
Here's a resume objective example from our call center resume sample: Efficient customer service professional with 4+ years of experience in call centers and hospitality service. Adept at handling 50+ calls on a daily basis while consistently resolving client issues smoothly and quickly.
Learn how to write a call center resume. Follow tips from our expert & see the best call center resume examples and professional skills.
Find expert resume tips, including key skills and action verbs to highlight. Plus, call center representative resume examples for various experience levels.
The best Call Center Agent Resume Examples with Headline, Objective statement, Description and Skills. Download Sample Resume Templates in PDF, Word formats.
Here are some steps you can follow to write a resume for a call center position: 1. Consider writing a summary. A professional summary is an optional part of most resumes that summarizes your most important experience, top skills and achievements in two to three sentences.
25 Call Center Resume Examples & Skills for 2024 When it comes to crafting your call center resume, there are some basic components that you need to include in order to make a great first impression on potential employers. In addition to the standard sections, like your contact information and work history, there are also a few specific considerations that are unique to call center resumes.
The strongest Call Center Agent resume samples mention skills such as listening and communication abilities, problem analysis and solving capacity, customer service orientation, adaptability and resilience. A common education requirement typically listed in Call Center Agent resumes is holding a high school diploma, while undergoing specific ...
A call center resume template employers fall for. Build your call center agent resume fast, with expert tips and right and wrong examples.
Looking for professional Call Center Agent resume examples? LiveCareer provides examples with the best format, template and keyword options.
With hundreds of other Call Center Representatives looking for a new job every day, you want to make sure your resume stands out by being both informative and intriguing. Have a look at our 2020 Call Center Resume & sample guide.
The format of your call center resume should be clean, clear, and organized. Use bullet points, headings, and white space to make it easy to read. Your call center resume should include your contact information, professional summary, work experience, skills, education, and any relevant certifications or achievements.
A well-crafted resume for a call center agent includes several essential sections: contact information, an objective or summary statement, skills and competencies, work experience, education and certifications, achievements and awards, and references. Let's explore each section to understand what to include and how to make your resume stand out.
Create an Call Center Agent resume that lands you the interview with our free examples and writing tips. Use and customize our template and land an interview today.
Create a Call Center Agent resume using existing templates with skills, summary, education, experience, certifications, and contacts. Learn what should be included on a Call Center Agent resume based on tips and professional advice.
Find and customize career-winning Call Center Agent resume samples and accelerate your job search. All call center agent resume samples have been written by expert recruiters.
Encourage active listening and empathy among agents to build rapport with customers and enhance their overall experience. Enhance contact center technology. Advanced platforms can provide a full suite of solutions tailored to call center operations and the customer experience. For example, Webex Contact Center allows you to:
This continuity and convenience enhanced the customer experience. Digital also enabled call centers to offer some 24/7 support with self-service. This generation of technology changed the agent experience, as well. No longer islands of functionality, customer support teams are recognized as multifaceted brand ambassadors on the front lines ...