Phone agent vs representative

The differences between phone agents and representatives can be seen in a few details. Each job has different responsibilities and duties. It typically takes 6-12 months to become both a phone agent and a representative. Additionally, a representative has an average salary of $36,023, which is higher than the $27,170 average annual salary of a phone agent.

The top three skills for a phone agent include customer service, troubleshoot and customer satisfaction. The most important skills for a representative are cleanliness, patients, and customer issues.

Phone agent vs representative overview

	Phone Agent	Representative
Yearly salary	$27,170	$36,023
Hourly rate	$13.06	$17.32
Growth rate	-4%	-4%
Number of jobs	103,271	252,761
Job satisfaction	-	5
Most common degree	High School Diploma, 37%	Bachelor's Degree, 53%
Average age	40	40
Years of experience	12	12

Phone agent vs representative salary

Phone agents and representatives have different pay scales, as shown below.

	Phone Agent	Representative
Average salary	$27,170	$36,023
Salary range	Between $21,000 And $33,000	Between $23,000 And $55,000
Highest paying City	-	Washington, DC
Highest paying state	-	New York
Best paying company	-	Google
Best paying industry	-	Transportation

Differences between phone agent and representative education

There are a few differences between a phone agent and a representative in terms of educational background:

	Phone Agent	Representative
Most common degree	High School Diploma, 37%	Bachelor's Degree, 53%
Most common major	Business	Business
Most common college	-	-

Phone agent vs representative demographics

Here are the differences between phone agents' and representatives' demographics:

	Phone Agent	Representative
Average age	40	40
Gender ratio	Male, 35.9% Female, 64.1%	Male, 41.8% Female, 58.2%
Race ratio	Black or African American, 10.0% Unknown, 5.1% Hispanic or Latino, 20.4% Asian, 6.2% White, 57.7% American Indian and Alaska Native, 0.6%	Black or African American, 11.0% Unknown, 5.4% Hispanic or Latino, 20.9% Asian, 7.5% White, 54.4% American Indian and Alaska Native, 0.7%
LGBT Percentage	7%	7%

Differences between phone agent and representative duties and responsibilities

Phone agent example responsibilities.

Assist customers with DSL troubleshoot and minor pc issues preventing pc from connecting to internet.
Perform a variety of tasks including preparing PowerPoint presentations and spreadsheets, drafting e-mails or letters, organizing meeting/business luncheons.
Operate FedEx shipping system efficiently and accurately.

Representative example responsibilities.

Manage fitting rooms and recover the department, while providing exceptional customer service and offering rewards and POS options.
Manage physical portfolio with necessary derivatives to mitigate risk within company guidelines.
Conduct telephone sales and interviews, compile and enter information into database, manage documents and insure customer satisfaction.
Review EOB denials, appeals and/or rebilling as appropriate.
Certify of all requirements, policies, and procedures, including MSB.
Take inbound phone calls from member and providers explaining the EOB denial and payments

Phone agent vs representative skills

Common phone agent skills

Customer Service, 21%
Troubleshoot, 15%
Customer Satisfaction, 13%
Inbound Phone Calls, 8%
Customer Care, 8%
Outbound Calls, 7%

Common representative skills

Cleanliness, 20%
Patients, 11%
Customer Issues, 10%
Customer Service, 10%
Data Entry, 6%
Outbound Calls, 3%