How to hire a call center agent

How to hire a call center agent, step by step

Here's a step-by-step call center agent hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a call center agent job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new call center agent
• Step 8: Go through the hiring process checklist

What does a call center agent do?

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1. Identify your hiring needs

   The call center agent hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   You should also consider the ideal background you'd like them a call center agent to have before you start to hire. For example, what industry or field would you like them to have experience in, what level of seniority or education does the job require, and how much it'll cost to hire a call center agent that fits the bill.

   This list presents call center agent salaries for various positions.

   Type of Call Center Agent	Description	Hourly rate
   Call Center Agent	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$11-19
   Customer Service Representative	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... Show more	$12-19
   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... Show more	$11-26

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Service
   • Strong Customer Service
   • Data Entry
   • Telephone Calls
   • Inbound Phone Calls
   • Customer Care
   • Schedule Appointments
   • Troubleshoot
   • Credit Card
   • Customer Support
   • Health Insurance
   • Customer Interaction
   • Computer System
   • Customer Inquiries

   Check all skills

   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.

   More call center agent duties

3. Make a budget

   Including a salary range in your call center agent job description is a great way to entice the best and brightest candidates. A call center agent salary can vary based on several factors:

   • Location. For example, call center agents' average salary in louisiana is 45% less than in district of columbia.
   • Seniority. Entry-level call center agents earn 44% less than senior-level call center agents.
   • Certifications. A call center agent with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a call center agent's salary.

   Average call center agent salary

   $14.99hourly

   $31,180 yearly

   ---

   Entry-level call center agent salary

   $23,000 yearly salary

   Updated December 19, 2025

   Average call center agent salary by state

   Rank	State	Avg. salary	Hourly rate
   1	New York	$37,432	$18
   2	Wisconsin	$37,341	$18
   3	Michigan	$36,286	$17
   4	Hawaii	$33,661	$16
   5	Illinois	$33,639	$16
   6	California	$33,585	$16
   7	Ohio	$33,199	$16
   8	Montana	$33,188	$16
   9	Colorado	$32,630	$16
   10	Pennsylvania	$32,265	$16
   11	Iowa	$32,202	$15
   12	North Carolina	$31,540	$15
   13	Indiana	$31,029	$15
   14	Arizona	$30,450	$15
   15	Missouri	$29,687	$14
   16	Nevada	$29,676	$14
   17	Kansas	$29,336	$14
   18	Florida	$28,981	$14
   19	Texas	$28,788	$14
   20	Arkansas	$28,159	$14

   Average call center agent salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	University of California-Berkeley	$44,170	$21.24
   2	UC Merced	$41,408	$19.91
   3	Aspen Snowmass	$41,012	$19.72	7
   4	Precision Opinion	$40,552	$19.50	4
   5	SAC Health	$38,896	$18.70
   6	Miele	$37,750	$18.15	3
   7	Andersen	$37,443	$18.00	2
   8	Meta	$36,793	$17.69	235
   9	Covenant Community Care	$36,556	$17.57
   10	Hilton Grand Vacations	$36,406	$17.50	49
   11	Whatley Health Services	$35,974	$17.30
   12	Hyatt Hotels	$35,911	$17.26	41
   13	Henry Schein	$35,801	$17.21	3
   14	CarMax	$35,313	$16.98	3
   15	Spectrum	$35,149	$16.90	2
   16	eyecarecenter	$35,010	$16.83
   17	Tesla	$34,917	$16.79	6
   18	Waterbury Youth Services	$34,515	$16.59
   19	Finity Communications	$34,464	$16.57
   20	Asbury Automotive Group	$34,127	$16.41	8

4. Writing a call center agent job description

   A call center agent job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. Below, you can find an example of a call center agent job description:

   Call center agent job description example

   Mountain Sales Call Center Agents serve as a primary point of contact and voice of the company for new and existing guests visiting Aspen Snowmass. Often being the first point of contact each team member answers phone calls, sets up orders, answers questions, responds to customer emails and chats, supports the Riverside Ticket Office, and offers advice to ensure the best possible Aspen Snowmass experience. The perfect candidate is highly motivated by providing superior guest service and has a passion for the Aspen Snowmass product and the local areas in which Aspen Skiing Company operates.
   Essential Job Functions
   Sell products and services for Aspen Skiing Company (ASC) including lift tickets, season passes, lessons, equipment rentals, and other activities by phone as well as in-person at the Riverside Ticket Office. Provide timely follow-up with guests as necessary and convert leads in to sales with confidence incentivized by an uncapped commission structure Answer inbound guest calls through sales and reservation software by phone and computer, providing expert advice and exemplary guest service based on industry prescribed best practices Drive conversations using professional sales techniques learned through the NAVIS training process to best serve guests. Up-sell and cross sell effectively to enhance each guest's experience Provide tailored offerings based on guests needs and set follow up appointments Answer general questions and inquiries about our products and the area Actively pursue ongoing training opportunities to remain current on all ASC products and services, programs, policies and departmental/mountain events. Maintain and catalog all information received through training, e-mail, and meetings for easy reference Use available resources to research, troubleshoot, and solve guest issues proficiently, resolving all guest service challenges professionally. Appropriately redirect guest calls to proper department(s) Develop relationships with key ASC personnel to facilitate effective communication with the entire Mountain Sales & Schools department, Ski and Snowboard Schools, Rental/Retail, Administration, Guest Services, Online Services, and Mountain Operations Respond to guest email and correspond with guests via live chat functionality Share feedback with management regarding products and procedures to enhance the guest experience
   
   Qualifications
   
   High School diploma or equivalent required College degree preferred Previous experience using computers required Previous experience using Microsoft Office Suite preferred Navis certification preferred Previous experience working in sales preferred Previous experience working in a professional office environment preferred Fluent in English required Knowledge of Spanish or Portuguese preferred Knowledge of other languages is helpful
   
   Additional Information
   
   Supervision Given and Received
   Supervision given: This position has no supervisory responsibilities.
   Supervision received: Works under direct supervision of the MSCC Manager. Tasks are assigned according to specific procedures, and work is checked frequently. Instruction, advice and assistance are readily available.
   
   Work Environment and Physical Demands
   Ability to be on your feet, kneel and bend for extended periods of time
   Regularly work in adverse conditions and requiring the use of protective apparel/equipment to prevent exposure to the elements as well as an office environment and may be required to walk on slippery and uneven surfaces
   Must be able to lift, push or pull occasionally up to 50 lbs. individually or with assistance
   
   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen Skiing Company, you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process, please contact Human Resources at 970-###-####.
   
   This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.
   
   Aspen Skiing Company / ASPENX / The Little Nell /Limelight Hotelis an equal opportunity employer.
   
   For an overview of Aspen Skiing Company's benefits and other compensation visit aspensnowmass.com/jobs/benefits
   
   As of March 11th 2022, Aspen Skiing Company, ASPENX, The Little Nell, and The Limelight Hotels will no longer require all active employees to be fully vaccinated in the workplace.Read more about our policies as it relates to employee safety here

   Copy this example

   

5. Post your job

   To find the right call center agent for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with call center agents they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit call center agents who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

   • Post your call center agent job on Zippia to find and recruit call center agent candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   During your first interview to recruit call center agents, engage with candidates to learn about their interest in the role and experience in the field. During the following interview, you'll be able to go into more detail about the company, the position, and the responsibilities.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new call center agent

   Once you've decided on a perfect call center agent candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.

   It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

   After that, you can create an onboarding schedule for a new call center agent. Human Resources and the hiring manager should complete Employee Action Forms. Human Resources should also ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc., and that new employee files are created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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