Call center operator vs customer service representative

The differences between call center operators and customer service representatives can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 1-2 years to become a call center operator, becoming a customer service representative takes usually requires 6-12 months. Additionally, a customer service representative has an average salary of $32,260, which is higher than the $31,022 average annual salary of a call center operator.

The top three skills for a call center operator include strong customer service, patients and data entry. The most important skills for a customer service representative are cleanliness, POS, and data entry.

Call center operator vs customer service representative overview

	Call Center Operator	Customer Service Representative
Yearly salary	$31,022	$32,260
Hourly rate	$14.91	$15.51
Growth rate	-4%	-4%
Number of jobs	215,083	209,515
Job satisfaction	-	4
Most common degree	Bachelor's Degree, 36%	High School Diploma, 33%
Average age	53	40
Years of experience	2	12

What does a call center operator do?

A call center operator is primarily in charge of handling inbound and outbound calls in a call center, aiming to provide clients with optimal support and service. They usually answer inbound calls from clients and assist them by answering inquiries, processing requests, and even handling issues and concerns, resolving them promptly and efficiently to ensure customer satisfaction. They also make outbound calls, reaching out to potential clients to offer products and services. They usually answer inquiries, discuss product specifications, arrange payment plans, and maintain records of all transactions.

What does a customer service representative do?

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.

Call center operator vs customer service representative salary

Call center operators and customer service representatives have different pay scales, as shown below.

	Call Center Operator	Customer Service Representative
Average salary	$31,022	$32,260
Salary range	Between $22,000 And $42,000	Between $25,000 And $41,000
Highest paying City	Vacaville, CA	Des Moines, WA
Highest paying state	New York	Washington
Best paying company	Brigham and Women's Hospital	Oracle
Best paying industry	Media	Insurance

Differences between call center operator and customer service representative education

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

	Call Center Operator	Customer Service Representative
Most common degree	Bachelor's Degree, 36%	High School Diploma, 33%
Most common major	Business	Business
Most common college	-	-

Call center operator vs customer service representative demographics

Here are the differences between call center operators' and customer service representatives' demographics:

	Call Center Operator	Customer Service Representative
Average age	53	40
Gender ratio	Male, 26.6% Female, 73.4%	Male, 30.5% Female, 69.5%
Race ratio	Black or African American, 14.4% Unknown, 3.6% Hispanic or Latino, 17.4% Asian, 3.4% White, 60.0% American Indian and Alaska Native, 1.2%	Black or African American, 11.6% Unknown, 5.2% Hispanic or Latino, 21.2% Asian, 6.3% White, 55.0% American Indian and Alaska Native, 0.7%
LGBT Percentage	19%	7%

Differences between call center operator and customer service representative duties and responsibilities

Call center operator example responsibilities.

Manage confidential documents and records with strict compliance to HIPAA.
Manage patient's records and make sure they are protected under the HIPPA laws.
Page all Dr's and staff when need.
Comply with HIPAA regulations at all times.
Create daily reports to monitor patient census, food allergies and nutritional plans.
Oversee scheduling, re-scheduling, and input appointment information into the systems EMR.

Customer service representative example responsibilities.

Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
Maintain cleanliness and safety and assist patients as necessary.
Operate POS system and maintain exceptional and consistent customer service.
Exercise proofreading and basic math skills to maintain quality control over documents process
Work in customer service department entering information into customer relationship management (CRM).
Develop highly empathetic client relationships and earn reputation for exceeding good customer service rep goals.

Call center operator vs customer service representative skills

Common call center operator skills

Strong Customer Service, 50%
Patients, 10%
Data Entry, 5%
Customer Service, 5%
Phone Calls, 4%
Telephone Calls, 3%

Common customer service representative skills

Cleanliness, 10%
POS, 7%
Data Entry, 6%
Sales Floor, 6%
Customer Service, 5%
Home Health, 5%

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Call Center Operator
Call Center Operator vs Customer Service Representative

Updated January 8, 2025

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