What does a call center representative do?
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.
Call center representative responsibilities
Here are examples of responsibilities from real call center representative resumes:
- Manage Facebook and patient communication programs.
- Provide member eligibility and referral status information to patients adhering to HIPAA guidelines.
- Follow all current Medicare, Medicaid and commercial insurance regulations and requirements to ensure continual compliance.
- Document all relevant information regarding patients and providers while abiding by all HIPAA and associate patient confidentially requirements.
- Navigate several screens and windows.
- Install windows, doors, cabinets, flooring.
- Function as part of a team of inquiry response coordinators.
- Produce weekly and monthly KPI reports reflecting internal and external work order completion to management.
- Pet care services, the customer would then rate the services receive and add any additional comments.
- Increase company revenue through concentrate negotiations ensuing in upselling existing clientele.
- Process and confirm pending DIRECTV customers account information, while providing exceptional customer service.
- Verify eligibility and obtain benefits for all primary and secondary insurance for all patients schedule.
- Communicate with delivery drivers and service technicians via telephone to troubleshoot and resolve merchandise issues.
- Demonstrate the ability to troubleshoot a variety of issues with existing diagnostics and exploratory measures.
- Collect demographic information for new and establish patients and load required information into computerized scheduling system.
Call center representative skills and personality traits
We calculated that 80% of Call Center Representatives are proficient in Strong Customer Service, Customer Service, and Patients. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Call Center Representatives that have these skills listed on their resume here:
- Strong Customer Service, 80%
Maintained strong customer service to guarantee positive communications with callers.
- Customer Service, 4%
Processed authorizations for medical appointments and procedures, placed outgoing phone calls to complete follow-up on customer service requests as necessary.
- Patients, 2%
Collected demographic information for new and established patients and loaded required information into computerized scheduling system.
- Data Entry, 2%
Utilized data entry skills to maintain documentation of calls and accurate records to contribute to regulatory compliance and department efficiency.
- Troubleshoot, 1%
Responsibilities-Managed and troubleshoot Customer accounts-Took payments-Created new accounts-Used multiple screens
- Inbound Phone Calls, 1%
Communicate regularly and effectively through outbound/inbound phone calls with mortgagors who are delinquent on their mortgage.
Most call center representatives use their skills in "strong customer service," "customer service," and "patients" to do their jobs. You can find more detail on essential call center representative responsibilities here:
Communication skills. To carry out their duties, the most important skill for a call center representative to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Call center representatives often use communication skills in their day-to-day job, as shown by this real resume: "developed effective relationships will all call center departments through clear communication.properly directed inbound calls in phone queues to improve call flow"
Customer-service skills. call center representatives are also known for customer-service skills, which are critical to their duties. You can see how this skill relates to call center representative responsibilities, because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." A call center representative resume example shows how customer-service skills is used in the workplace: "demonstrated mastery of customer service call script within specified timeframes properly directed inbound calls in phone queues to improve call flow. "
Interpersonal skills. call center representative responsibilities often require "interpersonal skills." The duties that rely on this skill are shown by the fact that "representatives should be able to create positive interactions with customers." This resume example shows what call center representatives do with interpersonal skills on a typical day: "displayed courtesy and strong interpersonal skills with all consumers interactions and provided thoroughsupport and problem resolutions for consumers. "
Listening skills. Another crucial skill for a call center representative to carry out their responsibilities is "listening skills." A big part of what call center representatives relies on this skill, since "representatives must listen carefully to ensure that they understand customers in order to assist them." How this skill relates to call center representative duties can be seen in an example from a call center representative resume snippet: "provide customer support in a busy call center environment resolve complex issues, listen attentively and handle customer inquiries. "
Patience. Lastly, "patience" is an important element of what a call center representative does. Call center representative responsibilities require this skill because "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example highlights how call center representative duties rely on this skill: "maintain a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increased customer loyalty. "
The three companies that hire the most call center representatives are:
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Compare different call center representatives
Call center representative vs. Associate customer service representative
An associate customer service representative is responsible for providing high customer service by assisting customers on their inquiries and concerns, as well as resolving and escalating high-level complaints to the supervisor or tenured customer service representative. Associate customer service representatives also process orders and payments from the customers, replacing defective items, and issuing refunds as needed. They must have excellent communication and organizational skills, especially on handling data processing procedures to the database for reference to customer concerns.
While similarities exist, there are also some differences between call center representatives and associate customer service representative. For instance, call center representative responsibilities require skills such as "strong customer service," "data entry," "bartending," and "inbound phone calls." Whereas a associate customer service representative is skilled in "outbound calls," "customer complaints," "inbound calls," and "sales floor." This is part of what separates the two careers.
Associate customer service representatives tend to make the most money working in the finance industry, where they earn an average salary of $37,473. In contrast, call center representatives make the biggest average salary, $32,660, in the finance industry.On average, associate customer service representatives reach similar levels of education than call center representatives. Associate customer service representatives are 1.0% more likely to earn a Master's Degree and 0.0% less likely to graduate with a Doctoral Degree.Call center representative vs. Customer relations representative
A customer relations representative is responsible for providing the highest customer service by interacting with customers to respond to their inquiries and concerns, process their requests, and resolve their complaints. Customer relations representatives assist the customers with their needs by offering products and services according to their requirements and budget limitations. They may also sell newly launched products to the customers, discuss features and usability, and generate payments and delivery details. A customer relations representative must have excellent communication and organizational skills to maintain healthy business relationships with the customers to achieve the company's long-term goals and objectives.
In addition to the difference in salary, there are some other key differences worth noting. For example, call center representative responsibilities are more likely to require skills like "strong customer service," "patients," "troubleshoot," and "bartending." Meanwhile, a customer relations representative has duties that require skills in areas such as "customer relations," "customer complaints," "team-oriented environment," and "propane." These differences highlight just how different the day-to-day in each role looks.
Customer relations representatives earn a higher average salary than call center representatives. But customer relations representatives earn the highest pay in the finance industry, with an average salary of $42,057. Additionally, call center representatives earn the highest salaries in the finance with average pay of $32,660 annually.Average education levels between the two professions vary. Customer relations representatives tend to reach similar levels of education than call center representatives. In fact, they're 2.0% more likely to graduate with a Master's Degree and 0.0% more likely to earn a Doctoral Degree.Call center representative vs. Business representative
Typically working as a member of a company's sales team, a business representative offers products and services to customers through appointments or calls and correspondence, securing sales and customer satisfaction. Among their responsibilities include answering inquiries, processing payments, assisting clients in filling out forms, negotiating contracts, developing sales strategies, researching new business and client opportunities, and producing sales reports. Furthermore, as a business representative, it is essential to have a great understanding of the company's vision and mission, including its policies and regulations.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from call center representative resumes include skills like "strong customer service," "data entry," "bartending," and "inbound phone calls," whereas a business representative is more likely to list skills in "powerpoint," "business development," "financial services," and "inbound calls. "
Business representatives earn the best pay in the finance industry, where they command an average salary of $57,069. Call center representatives earn the highest pay from the finance industry, with an average salary of $32,660.Most business representatives achieve a similar degree level compared to call center representatives. For example, they're 3.0% more likely to graduate with a Master's Degree, and 0.8% more likely to earn a Doctoral Degree.Call center representative vs. Customer care representative
A customer care representative is responsible for providing resolution with the customer's concerns, following the business' procedures and strategic processes. Customer care representatives must have exceptional customer service skills to address their clients' concerns efficiently and accurately, as well as having extensive knowledge of the products and services their company offer. Duties of a customer care representative also include managing client's complaints, offering alternative products and refunds as needed, calculating fees for special requests, updating customer's account information, documenting actions taken, and escalating special case concerns to the supervisor.
Types of call center representative
Updated January 8, 2025
