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The differences between call center technicians and call center agents 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 technician, becoming a call center agent takes usually requires 6-12 months. Additionally, a call center technician has an average salary of $34,630, which is higher than the $31,180 average annual salary of a call center agent.
The top three skills for a call center technician include center management, patients and technical support. The most important skills for a call center agent are customer service, strong customer service, and data entry.
| Call Center Technician | Call Center Agent | |
| Yearly salary | $34,630 | $31,180 |
| Hourly rate | $16.65 | $14.99 |
| Growth rate | 10% | -4% |
| Number of jobs | 117,083 | 131,722 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 36% | High School Diploma, 35% |
| Average age | 42 | 40 |
| Years of experience | 2 | 12 |
A call center technician is someone who handles quality-wise communication, product representation, and customer support for clients. Call center technicians research issues related to call quality and documentation. They plan and assist in the installation of hardware, maintenance agreements, and software to maximize the compatibility, integration, and continuing operations of applications or systems. Also, they provide end-users with technical support and respond through telephone or email requests.
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 technicians and call center agents have different pay scales, as shown below.
| Call Center Technician | Call Center Agent | |
| Average salary | $34,630 | $31,180 |
| Salary range | Between $22,000 And $52,000 | Between $23,000 And $41,000 |
| Highest paying City | Jacksonville, NC | New York, NY |
| Highest paying state | Delaware | Minnesota |
| Best paying company | Ciena Healthcare | University of California, Berkeley |
| Best paying industry | Technology | Finance |
There are a few differences between a call center technician and a call center agent in terms of educational background:
| Call Center Technician | Call Center Agent | |
| Most common degree | Bachelor's Degree, 36% | High School Diploma, 35% |
| Most common major | Business | Business |
| Most common college | Stanford University | - |
Here are the differences between call center technicians' and call center agents' demographics:
| Call Center Technician | Call Center Agent | |
| Average age | 42 | 40 |
| Gender ratio | Male, 56.5% Female, 43.5% | Male, 30.8% Female, 69.2% |
| Race ratio | Black or African American, 11.2% Unknown, 5.4% Hispanic or Latino, 16.5% Asian, 10.5% White, 55.9% American Indian and Alaska Native, 0.4% | 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 | 11% | 7% |