Explore jobs
Find specific jobs
Explore careers
Explore professions
Best companies
Explore companies
The differences between call center representatives and call center agents 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 representative and a call center agent. Additionally, a call center representative has an average salary of $31,549, which is higher than the $31,180 average annual salary of a call center agent.
The top three skills for a call center representative include strong customer service, customer service and patients. The most important skills for a call center agent are customer service, strong customer service, and data entry.
| Call Center Representative | Call Center Agent | |
| Yearly salary | $31,549 | $31,180 |
| Hourly rate | $15.17 | $14.99 |
| Growth rate | -4% | -4% |
| Number of jobs | 133,579 | 131,722 |
| Job satisfaction | 3 | - |
| Most common degree | High School Diploma, 37% | High School Diploma, 35% |
| Average age | 40 | 40 |
| Years of experience | 12 | 12 |
Call center representatives are employees who take customer calls in the company's contact center. They answer incoming calls related to their account. Call center representatives are trained on the company's products, policies, and guidelines. They are expected to know the ins and outs of every company product under their account before they are assigned to the operations floor. Once they are deemed efficient enough to handle calls, they begin to take customer inquiries and try to resolve them during the call. Call center representatives are expected to follow company policies and procedures and to meet the goals set by the company.
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.
Call center representatives and call center agents have different pay scales, as shown below.
| Call Center Representative | Call Center Agent | |
| Average salary | $31,549 | $31,180 |
| Salary range | Between $25,000 And $39,000 | Between $23,000 And $41,000 |
| Highest paying City | Seattle, WA | New York, NY |
| Highest paying state | Washington | Minnesota |
| Best paying company | University of California, Berkeley | University of California, Berkeley |
| Best paying industry | Finance | Finance |
There are a few differences between a call center representative and a call center agent in terms of educational background:
| Call Center Representative | Call Center Agent | |
| Most common degree | High School Diploma, 37% | High School Diploma, 35% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between call center representatives' and call center agents' demographics:
| Call Center Representative | Call Center Agent | |
| Average age | 40 | 40 |
| Gender ratio | Male, 27.4% Female, 72.6% | Male, 30.8% Female, 69.2% |
| Race ratio | Black or African American, 11.7% Unknown, 5.2% Hispanic or Latino, 20.6% Asian, 6.1% White, 55.7% American Indian and Alaska Native, 0.7% | 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% |
| LGBT Percentage | 7% | 7% |