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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.

Here are examples of responsibilities from real call agent resumes representing typical tasks they are likely to perform in their roles.

  • Answer customer questions regarding a Medicare supplement.
  • Receive inbound calls supporting TCP/IP, email, and DNS issues for a broadband internet service.
  • Used software tools including: Internet, in house program to call out and provide basic information about potential sale.
  • Assist Medicare member and medical providers with information about enrollment plans
  • Establish and maintain effective business relationships with external and internal clients, improving communication.
  • Utilize effective communication skills to assist customers and associates with accurate answers to their questions.
  • Brief passengers according to company and FAA requirements in reference to immigration and passport laws and requirements on international trips.
  • Provide hands-on management and administrative support services essential to day-to-day operations of the MVA.
Call Agent Traits
Communication skills shows that you are able to relay your thoughts, opinions and ideas clearly to those around you.
Computer skills involves understanding how to operate a computer, as well as computer programs and applications.
Customer-service skills involve listening skills that allow you to communicate efficiently and respectfully with a customer.

Call Agent Overview

When it comes to understanding what a call agent does, you may be wondering, "should I become a call agent?" The data included in this section may help you decide. Compared to other jobs, call agents have a growth rate described as "decline" at -2% between the years 2018 - 2028, according to the Bureau of Labor Statistics. In fact, the number of call agent opportunities that are predicted to open up by 2028 is -51,600.

Call agents average about $11.1 an hour, which makes the call agent annual salary $23,096. Additionally, call agents are known to earn anywhere from $17,000 to $30,000 a year. This means that the top-earning call agents make $13,000 more than the lowest earning ones.

Once you've become a call agent, you may be curious about what other opportunities are out there. Careers aren't one size fits all. For that reason, we discovered some other jobs that you may find appealing. Some jobs you might find interesting include a customer service technician, bilingual customer service, customer service representative, and representative.

Call Agent Jobs You Might Like

Call Agent Skills and Personality Traits

We calculated that 26% of Call Agents are proficient in Customer Service, Outbound Calls, and Telephone Calls. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.

We break down the percentage of Call Agents that have these skills listed on their resume here:

  • Customer Service, 26%

    Monitored and categorized recorded customer service transactions using defined categorization hierarchy and survey questions to determine areas for improved performance.

  • Outbound Calls, 17%

    Received inbound calls from customers interested in local seminar enrollment.

  • Telephone Calls, 9%

    Obtain client information/determine eligibility by answering telephone calls, interviewing clients, and verifying information.

  • Customer Information, 4%

    Followed daily protocol of entering customer information into the proper computer program as required.

  • Technical Support, 3%

    Promoted to Technical Support Specialist within 4 months for exceptional Communication and service.

  • Credit Card, 3%

    Answered billing questions about customer's account and was able to take credit card information over the phone to renew policy

Some of the skills we found on call agent resumes included "customer service," "outbound calls," and "telephone calls." We have detailed the most important call agent responsibilities below.

  • The most important skills for a call agent to have in this position are communication skills. In this excerpt that we gathered from a call agent resume, you'll understand why: "customer service representatives must be able to provide clear information in writing, by phone, or in person." According to resumes we found, communication skills can be used by a call agent in order to "handled calls on behalf of cox communications assisted customers in fixing their internet services"
  • Another trait important for fulfilling call agent duties is computer skills. According to a call agent resume, "customer service representatives must be adept at using computers.  ." Here's an example of how call agents are able to utilize computer skills: "navigate through computer programs while troubleshooting with customers over the phone. "
  • Call agents are also known for customer-service skills, which can be critical when it comes to performing their duties. An example of why this skill is important is shown by this snippet that we found in a call agent resume: "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." We also found this resume example that details how this skill is put to the test: "answered a constant flow of customer calls addressed and resolved customer product complaints empathetically and professionally. "
  • A thorough review of lots of resumes revealed to us that "interpersonal skills" is important to completing call agent responsibilities. This resume example shows just one way call agents use this skill: "representatives should be able to create positive interactions with customers." Here's an example of how this skill is used from a resume that represents typical call agent tasks: "handled members calls, customer service,problem solving, interpersonal communication. "
  • Yet another important skill that a call agent must demonstrate is "listening skills." Representatives must listen carefully to ensure that they understand customers in order to assist them. This is clearly demonstrated in this example from a call agent who stated: "required to multitask programs, listen to a headset, and provide accurate information to clients. "
  • Another skill commonly found on call agent resumes is "patience." This description of the skill was found on several call agent resumes: "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill could fit into the day-to-day call agent responsibilities: "assist customers in a professional manner, always engaging in excellent customer satisfaction handled cash and credit cards customer service and patience"
  • See the full list of call agent skills.

    We've found that 19.0% of call agents have earned a bachelor's degree. Furthermore, 2.0% earned their master's degrees before becoming a call agent. While it's true that some call agents have a college degree, it's generally possible to become one with only a high school degree. In fact, one out of every two call agents did not spend the extra money to attend college.

    Those call agents who do attend college, typically earn either business degrees or medical assisting services degrees. Less commonly earned degrees for call agents include psychology degrees or nursing degrees.

    Once you're ready to become a call agent, you should explore the companies that typically hire call agents. According to call agent resumes that we searched through, call agents are hired the most by Mass, Baptist Health South Florida, and Caleres. Currently, Mass has 3 call agent job openings, while there are 1 at Baptist Health South Florida and 1 at Caleres.

    Since salary is important to some call agents, it's good to note that they are figured to earn the highest salaries at Cafe Rio, Caleres, and U-Haul. If you were to take a closer look at Cafe Rio, you'd find that the average call agent salary is $28,727. Then at Caleres, call agents receive an average salary of $27,870, while the salary at U-Haul is $27,188.

    View more details on call agent salaries across the United States.

    For the most part, call agents make their living in the professional and technology industries. Call agents tend to make the most in the manufacturing industry with an average salary of $28,028. The call agent annual salary in the professional and finance industries generally make $27,974 and $24,300 respectively. Additionally, call agents who work in the manufacturing industry make 20.6% more than call agents in the media Industry.

    The three companies that hire the most prestigious call agents are:

      What Customer Service Technicians Do

      A customer service technician is professional personnel who answers calls and helps customers address technical problems and often travels to homes or businesses in order to repair or maintain products. He interacts with his customers through phone, face to face, by email, or live chat and provides information about the products that he maintains. A customer service technician requires to attain a high school diploma and may need talents such as communication and listening skills.

      In this section, we take a look at the annual salaries of other professions. Take customer service technician for example. On average, the customer service technicians annual salary is $7,525 higher than what call agents make on average every year.

      While their salaries may differ, one common ground between call agents and customer service technicians are a few of the skills required in each craft. In both careers, employees bring forth skills like customer service, outbound calls, and telephone calls.

      As far as similarities go, this is where it ends because a call agent responsibility requires skills such as "high call volume," "client information," "potential customers," and "scheduling appointments." Whereas a customer service technician is skilled in "hardware," "setup," "company products," and "external customers." So if you're looking for what truly separates the two careers, you've found it.

      Customer service technicians receive the highest salaries in the manufacturing industry coming in with an average yearly salary of $33,399. But call agents are paid more in the manufacturing industry with an average salary of $28,028.

      Customer service technicians tend to reach similar levels of education than call agents. In fact, customer service technicians are 0.3% more likely to graduate with a Master's Degree and 0.2% less likely to have a Doctoral Degree.

      What Are The Duties Of a Bilingual Customer Service?

      In bilingual customer service, a representative specializes in responding to calls using English or another foreign language that the customer prefers. Among their primary responsibilities include assisting customers and addressing any inquiries, concerns, or issues that they may raise. Aside from this, a representative may also recommend or sell products, process refunds or payments, and conduct surveys or polls. Furthermore, a representative needs to build rapport with customers to secure sales or create a substantial client base.

      Now we're going to look at the bilingual customer service profession. On average, bilingual customer services earn a $2,684 higher salary than call agents a year.

      Not everything about these jobs is different. Take their skills, for example. Call agents and bilingual customer services both include similar skills like "customer service," "outbound calls," and "telephone calls" on their resumes.

      While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed us that call agent responsibilities requires skills like "client information," "customer product complaints," "customer feedback," and "available resources." But a bilingual customer service might use skills, such as, "bilingual customer," "data entry," "company policies," and "hard-working."

      Bilingual customer services may earn a higher salary than call agents, but bilingual customer services earn the most pay in the insurance industry with an average salary of $31,852. On the other side of things, call agents receive higher paychecks in the manufacturing industry where they earn an average of $28,028.

      When it comes to the differences in education between the two professions, bilingual customer services tend to reach similar levels of education than call agents. In fact, they're 2.0% more likely to graduate with a Master's Degree and 0.2% more likely to earn a Doctoral Degree.

      How a Customer Service Representative Compares

      Customer service representatives are the first point of contact of the customers, acting as the frontiers of the company and help in driving customer loyalty and retention by leaving a great impression and resolving all of their concerns. They accommodate customer queries by providing useful and comprehensive information about any products or services. Some would use that as an opportunity to market and promote more sales. The most challenging issues they use to handle are customer complaints and processing of refunds and returns. They also assist in basic troubleshooting or accounts and payment setup with the use of specific guidelines or step by step procedures. At most, they help and solve customer issues on their own, but sometimes they would need support from supervisors or other departments.

      Let's now take a look at the customer service representative profession. On average, these workers make higher salaries than call agents with a $1,762 difference per year.

      Using call agents and customer service representatives resumes, we found that both professions have similar skills such as "customer service," "outbound calls," and "telephone calls," but the other skills required are very different.

      There are many key differences between these two careers as shown by resumes from each profession. Some of those differences include the skills required to complete responsibilities within each role. As an example of this, a call agent is likely to be skilled in "client information," "customer product complaints," "available resources," and "computer programs," while a typical customer service representative is skilled in "pos," "data entry," "sales floor," and "customers needs."

      Interestingly enough, customer service representatives earn the most pay in the retail industry, where they command an average salary of $34,852. As mentioned previously, call agents highest annual salary comes from the manufacturing industry with an average salary of $28,028.

      Customer service representatives are known to earn similar educational levels when compared to call agents. Additionally, they're 1.2% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.

      Description Of a Representative

      Representatives are lawmakers who represent the people in a specific district. They run for office to represent their districts in their hometown or their current place of living. Representatives are usually charismatic and good communicators. These characteristics are especially important during campaign and election periods. Representatives should be able to capture the hearts of the voters through their planned projects and advocacies. They are then elected by their constituents. Upon election, representatives author bills that will eventually be passed into law should it be approved by the majority of the congress. They also vote on the passage of bills authored by other representatives. They also participate in discussions and debates regarding different bills, issues, and laws. Representatives are expected to vote according to their conscience and in consideration of the voice of their constituents.

      Now, we'll look at representatives, who generally average a higher pay when compared to call agents annual salary. In fact, the difference is about $7,099 per year.

      According to resumes from both call agents and representatives, some of the skills necessary to complete the responsibilities of each role are similar. These skills include "customer service," "outbound calls," and "telephone calls. "

      Even though a few skill sets overlap, there are some differences that are important to note. For one, a call agent might have more use for skills like "high call volume," "client information," "trouble shooting," and "customer product complaints." Meanwhile, some representatives might include skills like "email," "data entry," "insurance companies," and "high volume" on their resume.

      In general, representatives make a higher salary in the manufacturing industry with an average of $32,623. The highest call agent annual salary stems from the manufacturing industry.

      In general, representatives reach higher levels of education when compared to call agents resumes. Representatives are 5.4% more likely to earn their Master's Degree and 2.2% more likely to graduate with a Doctoral Degree.