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Call center agent vs customer retention specialist

The differences between call center 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 center agent and a customer retention specialist. Additionally, a customer retention specialist has an average salary of $33,422, which is higher than the $31,180 average annual salary of a call center agent.

The top three skills for a call center agent include customer service, strong customer service and data entry. The most important skills for a customer retention specialist are customer service, inbound calls, and outbound calls.

Call center agent vs customer retention specialist overview

Call Center AgentCustomer Retention Specialist
Yearly salary$31,180$33,422
Hourly rate$14.99$16.07
Growth rate-4%-4%
Number of jobs131,722204,538
Job satisfaction--
Most common degreeHigh School Diploma, 35%Bachelor's Degree, 40%
Average age4040
Years of experience1212

Call center agent vs customer retention specialist salary

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

Call Center AgentCustomer Retention Specialist
Average salary$31,180$33,422
Salary rangeBetween $23,000 And $41,000Between $26,000 And $42,000
Highest paying CityNew York, NY-
Highest paying stateMinnesota-
Best paying companyUniversity of California, Berkeley-
Best paying industryFinance-

Differences between call center agent and customer retention specialist education

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

Call Center AgentCustomer Retention Specialist
Most common degreeHigh School Diploma, 35%Bachelor's Degree, 40%
Most common majorBusinessBusiness
Most common college--

Call center agent vs customer retention specialist demographics

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

Call Center AgentCustomer Retention Specialist
Average age4040
Gender ratioMale, 30.8% Female, 69.2%Male, 42.4% Female, 57.6%
Race ratioBlack or African American, 12.1% Unknown, 5.4% Hispanic or Latino, 21.0% Asian, 5.9% White, 55.0% 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 center agent and customer retention specialist duties and responsibilities

Call center agent example responsibilities.

  • Submit bills for reimbursement to private insurers Medicaid and Medicare.
  • Provide excellent customer service by helping customer troubleshoot technical needs for Internet services.
  • Assist customers with any technical issues experience with website and escalate any issues to management appropriately.
  • Maintain personal computer and troubleshoot computer software problems.
  • Familiarize and provide information on general Medicare eligibility and information.
  • Verify information and input information concerning the conversation and escalate if need.
    • Show more

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 center agent vs customer retention specialist skills

Common call center agent skills
  • Customer Service, 20%
  • Strong Customer Service, 15%
  • Data Entry, 9%
  • Telephone Calls, 7%
  • Inbound Phone Calls, 5%
  • Customer Care, 5%
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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