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The differences between call agents and call center operators can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 6-12 months to become a call agent, becoming a call center operator takes usually requires 1-2 years. Additionally, a call center operator has an average salary of $31,022, which is higher than the $28,192 average annual salary of a call agent.
The top three skills for a call agent include customer service, inbound calls and telephone calls. The most important skills for a call center operator are strong customer service, patients, and data entry.
| Call Agent | Call Center Operator | |
| Yearly salary | $28,192 | $31,022 |
| Hourly rate | $13.55 | $14.91 |
| Growth rate | -4% | -4% |
| Number of jobs | 208,872 | 215,083 |
| Job satisfaction | - | - |
| Most common degree | High School Diploma, 38% | Bachelor's Degree, 36% |
| Average age | 40 | 53 |
| Years of experience | 12 | 2 |
A call agent works at call centers where they are primarily in charge of handling inbound and outbound calls. They are usually responsible for offering products and services to clients, answering questions, discussing product specifications, arranging payment plans, and negotiating contracts, building positive relationships in the process. They may also handle complaints, troubleshoot issues, provide step-by-step instructions, and refer them to other services when necessary. Moreover, a call agent maintains records of all transactions and produces detailed reports, coordinating with managers regularly.
A call center operator is primarily in charge of handling inbound and outbound calls in a call center, aiming to provide clients with optimal support and service. They usually answer inbound calls from clients and assist them by answering inquiries, processing requests, and even handling issues and concerns, resolving them promptly and efficiently to ensure customer satisfaction. They also make outbound calls, reaching out to potential clients to offer products and services. They usually answer inquiries, discuss product specifications, arrange payment plans, and maintain records of all transactions.
Call agents and call center operators have different pay scales, as shown below.
| Call Agent | Call Center Operator | |
| Average salary | $28,192 | $31,022 |
| Salary range | Between $22,000 And $35,000 | Between $22,000 And $42,000 |
| Highest paying City | New York, NY | Vacaville, CA |
| Highest paying state | New York | New York |
| Best paying company | Chewy | Brigham and Women's Hospital |
| Best paying industry | Finance | Media |
There are a few differences between a call agent and a call center operator in terms of educational background:
| Call Agent | Call Center Operator | |
| Most common degree | High School Diploma, 38% | Bachelor's Degree, 36% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between call agents' and call center operators' demographics:
| Call Agent | Call Center Operator | |
| Average age | 40 | 53 |
| Gender ratio | Male, 33.4% Female, 66.6% | Male, 26.6% Female, 73.4% |
| Race ratio | Black or African American, 11.6% Unknown, 5.3% Hispanic or Latino, 20.4% Asian, 6.7% White, 55.3% American Indian and Alaska Native, 0.7% | Black or African American, 14.4% Unknown, 3.6% Hispanic or Latino, 17.4% Asian, 3.4% White, 60.0% American Indian and Alaska Native, 1.2% |
| LGBT Percentage | 7% | 19% |