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The differences between call center specialists and retention specialists 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 specialist and a retention specialist. Additionally, a retention specialist has an average salary of $37,175, which is higher than the $33,289 average annual salary of a call center specialist.
The top three skills for a call center specialist include strong customer service, patients and customer service. The most important skills for a retention specialist are customer service, outbound calls, and powerpoint.
| Call Center Specialist | Retention Specialist | |
| Yearly salary | $33,289 | $37,175 |
| Hourly rate | $16.00 | $17.87 |
| Growth rate | -4% | -4% |
| Number of jobs | 228,936 | 199,631 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 40% | Bachelor's Degree, 40% |
| Average age | 40 | 40 |
| Years of experience | 12 | 12 |
A call center specialist is responsible for providing the customers with the highest quality service by responding to their inquiries and concerns and resolving their complaints. Call center specialists assist the customers in taking their orders, processing payments, and verifying transaction details. They may also sell new goods and services to the customers according to their needs and budget limitations to generate more revenue resources for the business and enhance the brand's image. A call center specialist must have excellent communication and computer skills to navigate databases and update customer's information accurately.
A retention specialist is responsible for devising strategies to maintain a healthy relationship with clients. They are primarily in charge of negotiating and securing contract renewals, handling issues and corrective measures for customer satisfaction, utilizing feedback to improve services, and maintaining a healthy rapport to strengthen the client base. Furthermore, as a retention specialist, it is essential to perform calls and correspondence, keep records of all transactions, and coordinate with work-staff.
Call center specialists and retention specialists have different pay scales, as shown below.
| Call Center Specialist | Retention Specialist | |
| Average salary | $33,289 | $37,175 |
| Salary range | Between $25,000 And $43,000 | Between $28,000 And $48,000 |
| Highest paying City | Los Angeles, CA | Los Angeles, CA |
| Highest paying state | California | California |
| Best paying company | Hospice of Marion County | Adobe |
| Best paying industry | Finance | Finance |
There are a few differences between a call center specialist and a retention specialist in terms of educational background:
| Call Center Specialist | Retention Specialist | |
| Most common degree | Bachelor's Degree, 40% | Bachelor's Degree, 40% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between call center specialists' and retention specialists' demographics:
| Call Center Specialist | Retention Specialist | |
| Average age | 40 | 40 |
| Gender ratio | Male, 30.7% Female, 69.3% | Male, 37.0% Female, 63.0% |
| Race ratio | Black or African American, 12.2% Unknown, 5.2% Hispanic or Latino, 19.2% Asian, 6.4% White, 56.5% American Indian and Alaska Native, 0.7% | Black or African American, 11.4% Unknown, 5.3% Hispanic or Latino, 20.6% Asian, 6.0% White, 55.9% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 7% | 7% |