Call center agent vs representative

The differences between call center agents and 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 center agent and a representative. Additionally, a representative has an average salary of $36,023, 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 representative are cleanliness, patients, and customer issues.

Call center agent vs representative overview

	Call Center Agent	Representative
Yearly salary	$31,180	$36,023
Hourly rate	$14.99	$17.32
Growth rate	-4%	-4%
Number of jobs	131,722	252,761
Job satisfaction	-	5
Most common degree	High School Diploma, 35%	Bachelor's Degree, 53%
Average age	40	40
Years of experience	12	12

What does a call center agent do?

A call center agent is responsible for answering calls and assisting clients by responding to inquiries. They also handle complaints and resolve issues, troubleshoot errors, and process applications. The tasks of a call center agent will vary on the directives of supervisors. There are instances when they must make calls to gather or give information, sell products, and discuss a particular subject. Furthermore, most of the duties take place in a team setting, which is why it is essential to coordinate with colleagues and adhere to the company's policies and regulations at all times.

What does a representative do?

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.

Call center agent vs representative salary

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

	Call Center Agent	Representative
Average salary	$31,180	$36,023
Salary range	Between $23,000 And $41,000	Between $23,000 And $55,000
Highest paying City	New York, NY	Washington, DC
Highest paying state	Minnesota	New York
Best paying company	University of California, Berkeley	Google
Best paying industry	Finance	Transportation

Differences between call center agent and representative education

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

	Call Center Agent	Representative
Most common degree	High School Diploma, 35%	Bachelor's Degree, 53%
Most common major	Business	Business
Most common college	-	-

Call center agent vs representative demographics

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

	Call Center Agent	Representative
Average age	40	40
Gender ratio	Male, 30.8% Female, 69.2%	Male, 41.8% Female, 58.2%
Race ratio	Black 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, 11.0% Unknown, 5.4% Hispanic or Latino, 20.9% Asian, 7.5% White, 54.4% American Indian and Alaska Native, 0.7%
LGBT Percentage	7%	7%

Differences between call center agent and representative 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.

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Representative example responsibilities.

Manage fitting rooms and recover the department, while providing exceptional customer service and offering rewards and POS options.
Manage physical portfolio with necessary derivatives to mitigate risk within company guidelines.
Conduct telephone sales and interviews, compile and enter information into database, manage documents and insure customer satisfaction.
Review EOB denials, appeals and/or rebilling as appropriate.
Certify of all requirements, policies, and procedures, including MSB.
Take inbound phone calls from member and providers explaining the EOB denial and payments

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Call center agent vs representative 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 representative skills

Cleanliness, 20%
Patients, 11%
Customer Issues, 10%
Customer Service, 10%
Data Entry, 6%
Outbound Calls, 3%

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Updated January 8, 2025

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