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Contact agent skills for your resume and career

Updated January 8, 2025
4 min read
Below we've compiled a list of the most critical contact agent skills. We ranked the top skills for contact agents based on the percentage of resumes they appeared on. For example, 14.8% of contact agent resumes contained customer service as a skill. Continue reading to find out what skills a contact agent needs to be successful in the workplace.

15 contact agent skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how contact agents use customer service:
  • Maintained a professional relationship with clients based on exceptional customer service, professionalism, leadership and knowledge of conferencing processes.
  • Provided personalized Customer Service to all patients at the highest level including empathetic understanding to sensitive health care needs.

2. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how contact agents use phone calls:
  • Handle inbound phone calls persuasively and effectively in accordance with Federal regulations and department procedures and guidelines.
  • Home based agent making campaign phone calls for election/re-election political Campaigns.

3. Patients

Here's how contact agents use patients:
  • Offered emotional support for patients considering their pregnancy options.
  • Screened qualified patients for financial assistance for Abortion procedures.

4. Inbound Calls

Here's how contact agents use inbound calls:
  • Received inbound calls from customers concerns regarding mortgage distress and resolved by setting up and establishing repayment plans.
  • Answered inbound calls, faxes and emails assisting clients with reserving hotel rooms, and modifying reservations.

5. Escalate

Escalation occurs when a client's requests cannot be met by a general assistant or clerk and must be passed on to a manager. However, escalation could also come about within a larger corporation involving smaller team groups; if a serious error was made by one of these groups, the error may immediately be brought to the group manager's attention to ensure the project is completed.

Here's how contact agents use escalate:
  • Verify information and input information concerning the conversation and escalate if needed.
  • Review Purchase Orders for accuracy and escalate errors when identified.

6. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how contact agents use outbound calls:
  • Communicate with customers via inbound/outbound calls regarding student loans.
  • Reached out to customers, businesses and private individuals, through outbound calls to learn about their banking experience.

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7. Data Entry

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

Here's how contact agents use data entry:
  • Perform customer duty services, answering calls and data entry.
  • Moved to an account performing data entry for invoicing.

8. Customer Satisfaction

Here's how contact agents use customer satisfaction:
  • Resolved customer concerns, planned and executed conflict resolution process and plan for attaining customer satisfaction.
  • Manage recognition and rewards programs linked to customer satisfaction measures.

9. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how contact agents use crm:
  • Captured all interactions with the customers into Oracle Business Suite CRM.
  • Researched CRM software to update company-wide process of documenting customer contact.

10. Customer Calls

Here's how contact agents use customer calls:
  • Answered a constant flow of customer calls up to 100 calls daily.
  • Work independently and responsible for answering inbound customer calls to provide customer store support for retail operations for 200 Meijer stores.

11. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how contact agents use customer care:
  • Handle inbound customer care calls pertaining to gas inquiries.
  • Handle minimum of 40 inbound customer care calls daily.

12. Customer Inquiries

Here's how contact agents use customer inquiries:
  • Responded to customer inquiries with a professional positive attitude, educating callers on products offered.
  • Resolved customer inquiries involving company products and services.

13. Credit Card

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Here's how contact agents use credit card:
  • Provide support for bank staff in areas of debit/credit card issues, fraud prevention, tech support & basic inquiries.
  • Credit card recovery along with entering data into various data bases in order to obtain corrected information.

14. Schedule Appointments

Here's how contact agents use schedule appointments:
  • Manage and resolve customer's complaints, document call information on company's database, schedule appointments for picking up vehicles.
  • Schedule appointments as needed and point of contact during clinic hours for providers.

15. Telephone Calls

Telephone calls are a communication means through which a caller is connected to the called party. The call is done through a telecommunications device called a telephone. The caller can use a landline, mobile phone, or satellite phone to make the call.

Here's how contact agents use telephone calls:
  • Received in-bound telephone calls from new and existing customers interested in establishing internet, telephone or satellite television services.
  • Answered incoming telephone calls from physicians/providers, collecting their information and directing their calls to appropriate department for handling.
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List of contact agent skills to add to your resume

Contact agent skills

The most important skills for a contact agent resume and required skills for a contact agent to have include:

  • Customer Service
  • Phone Calls
  • Patients
  • Inbound Calls
  • Escalate
  • Outbound Calls
  • Data Entry
  • Customer Satisfaction
  • CRM
  • Customer Calls
  • Customer Care
  • Customer Inquiries
  • Credit Card
  • Schedule Appointments
  • Telephone Calls
  • Transferring Calls
  • Customer Interaction
  • Patient Appointments
  • Medicare
  • Chrome
  • Telephone Inquiries
  • Computer System
  • Technical Issues
  • Customer Complaints
  • Customer Issues
  • Student Loans
  • Payment Arrangements
  • Customer Accounts
  • Billing Issues
  • Medicaid
  • Direct Calls
  • IDX
  • Epic
  • Billing Inquiries
  • Call Handling
  • Internal Medicine

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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