Call agent vs customer care representative

The differences between call agents and customer care representatives can be seen in a few details. Each job has different responsibilities and duties. It typically takes 6-12 months to become both a call agent and a customer care representative. Additionally, a customer care representative has an average salary of $32,912, 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 customer care representative are customer care, customer service, and work ethic.

Call agent vs customer care representative overview

	Call Agent	Customer Care Representative
Yearly salary	$28,192	$32,912
Hourly rate	$13.55	$15.82
Growth rate	-4%	-4%
Number of jobs	208,872	214,835
Job satisfaction	-	-
Most common degree	High School Diploma, 38%	Bachelor's Degree, 37%
Average age	40	40
Years of experience	12	12

What does a call agent do?

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.

What does a customer care representative do?

A customer care representative is responsible for providing resolution with the customer's concerns, following the business' procedures and strategic processes. Customer care representatives must have exceptional customer service skills to address their clients' concerns efficiently and accurately, as well as having extensive knowledge of the products and services their company offer. Duties of a customer care representative also include managing client's complaints, offering alternative products and refunds as needed, calculating fees for special requests, updating customer's account information, documenting actions taken, and escalating special case concerns to the supervisor.

Call agent vs customer care representative salary

Call agents and customer care representatives have different pay scales, as shown below.

	Call Agent	Customer Care Representative
Average salary	$28,192	$32,912
Salary range	Between $22,000 And $35,000	Between $26,000 And $40,000
Highest paying City	New York, NY	Urban Honolulu, HI
Highest paying state	New York	Hawaii
Best paying company	Chewy	Philadelphia Corporation for Aging
Best paying industry	Finance	Automotive

Differences between call agent and customer care representative education

There are a few differences between a call agent and a customer care representative in terms of educational background:

	Call Agent	Customer Care Representative
Most common degree	High School Diploma, 38%	Bachelor's Degree, 37%
Most common major	Business	Business
Most common college	-	-

Call agent vs customer care representative demographics

Here are the differences between call agents' and customer care representatives' demographics:

	Call Agent	Customer Care Representative
Average age	40	40
Gender ratio	Male, 33.4% Female, 66.6%	Male, 32.0% Female, 68.0%
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, 11.7% Unknown, 5.3% Hispanic or Latino, 20.0% Asian, 6.5% White, 55.8% American Indian and Alaska Native, 0.7%
LGBT Percentage	7%	7%

Differences between call agent and customer care representative duties and responsibilities

Call agent example responsibilities.

Perform a variety of tasks including preparing PowerPoint presentations and spreadsheets, drafting e-mails or letters, organizing meeting/business luncheons.
Request any additional information need to determine program eligibility, while following all HIPPA laws and regulations.

Customer care representative example responsibilities.

Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
Answer incoming calls from clients, ATP's, therapists, and medical offices.
Maintain schedules for multiples ATP's and technicians to assist clients with scheduling therapy evaluations, and delivery of equipment.
Design a web-base CRM tool integrate with many other systems to provide technicians one-page panel the most relevant information and actions.
Navigate windows environment and comprehend technical information.
Used multiple navigation windows while changing account information and processing orders.

Call agent vs customer care representative skills

Common call agent skills

Customer Service, 31%
Inbound Calls, 20%
Telephone Calls, 12%
Credit Card, 4%
Outbound Customer Calls, 3%
Customer Support, 3%

Common customer care representative skills

Customer Care, 21%
Customer Service, 9%
Work Ethic, 7%
Strong Work Ethic, 7%
Data Entry, 4%
Excellent Organizational, 4%

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Office and Administrative Industry
Call Agent
Call Agent vs Customer Care Representative

Updated January 8, 2025

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