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Call agent vs customer retention specialist

The differences between call agents and customer retention specialists 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 retention specialist. Additionally, a customer retention specialist has an average salary of $33,422, 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 retention specialist are customer service, inbound calls, and outbound calls.

Call agent vs customer retention specialist overview

Call AgentCustomer Retention Specialist
Yearly salary$28,192$33,422
Hourly rate$13.55$16.07
Growth rate-4%-4%
Number of jobs208,872204,538
Job satisfaction--
Most common degreeHigh School Diploma, 38%Bachelor's Degree, 40%
Average age4040
Years of experience1212

Call agent vs customer retention specialist salary

Call agents and customer retention specialists have different pay scales, as shown below.

Call AgentCustomer Retention Specialist
Average salary$28,192$33,422
Salary rangeBetween $22,000 And $35,000Between $26,000 And $42,000
Highest paying CityNew York, NY-
Highest paying stateNew York-
Best paying companyChewy-
Best paying industryFinance-

Differences between call agent and customer retention specialist education

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

Call AgentCustomer Retention Specialist
Most common degreeHigh School Diploma, 38%Bachelor's Degree, 40%
Most common majorBusinessBusiness
Most common college--

Call agent vs customer retention specialist demographics

Here are the differences between call agents' and customer retention specialists' demographics:

Call AgentCustomer Retention Specialist
Average age4040
Gender ratioMale, 33.4% Female, 66.6%Male, 42.4% Female, 57.6%
Race ratioBlack 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, 11.1% Unknown, 5.3% Hispanic or Latino, 19.9% Asian, 6.3% White, 56.8% American Indian and Alaska Native, 0.7%
LGBT Percentage7%7%

Differences between call agent and customer retention specialist 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 retention specialist example responsibilities.

  • Prepare proposals and analysis for county Medicaid facilitators to educate regarding available manage care programs.
  • Demonstrate superb organizational and multitasking abilities
  • Demonstrate superb organizational and multitasking abilities

Call agent vs customer retention specialist 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 retention specialist skills
  • Customer Service, 20%
  • Inbound Calls, 12%
  • Outbound Calls, 9%
  • Customer Satisfaction, 5%
  • Customer Complaints, 5%
  • Customer Accounts, 5%

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Updated January 8, 2025

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