INDUSTRY STATS
According to the U.S. Bureau of Labor Statistics, Call Center Representative positions are at a -1% growth rate, which is slower than average. With that said, there are currently 2,923,400 jobs in the market right now. The total number of jobs is expected to decrease by -34,500 to 2,888,900 in the period of 2020-30.
What’s more, the median annual wage for the Call Center Representative jobs was $35,830 in May 2020. The lowest 10% earned less than $11.59 per hour, and the highest 10% more than $27.80 per hour.
Our conclusion? The Call Center Representative job market is facing competition due to decreasing demand.
Top Call Center Representative sections that make the best resume
- Header
- Professional summary
- Experience (with numbers and results)
- Relevant skills
- Education
- Certifications
How to write a Call Center Representative resume experience section
Call Center Representative Resume’s Job Experience Checklist:
- Use 4-6 bullet points per job title;
- Don’t go further than a decade behind when describing your job history, unless you’re applying for an executive position;
- Combine job responsibilities as well as achievements with numbers in results when you describe your past work;
- Start each sentence with a power verb and avoid overused buzzwords;
- Use either C-A-R or S-T-A-R methodology, when describing your experience.
The work experience samples below come from real Call Center Representative resumes that got people hired at top companies. You can use them as an inspiration to build your own resume:
- As a Phoner your responsibility is to manage outbound calls and to follow your Teamleader, set personal goals, achieving and exceeding your goals in booking meetings for your local insurer.
- Targeting canvas subjects only.
- My personal best is 21 booked meetings in 3 hours.
- As a Seller at Berlingske Media my responsibility was to manage outbound campaigns and selling Berlingske Medias subscriptions.
- Targeting leads, retention, early win-back and win back campaigns.
- Field- and Telemarketing.
- On an average month I generated between 350-400K for the company selling subscriptions only.
- As a Seller at OnLine Telemarketing I managed large amounts of outbound calls.
- Insourcing assignments from extern companies.
- Targeting canvas subjects only.
- Selling trial subscriptions.
- General responsibility for accurately updating and overlooking the data in the system
- Inputting the data provided by a Stadium reporter in the computer interface
- Monitors if the correct data was input in the system
- Communication with the customers
- Resolve customer inquiries with speed and accuracy.
- Effectively communicate technology gaps to product management and engineering leads.
- Compile and evaluate data using Zendesk and Microsoft Excel.
- Answer inbound phone calls.
- Identify and resolve caller needs.
- Provide information.
- Deliver excellent customer service
- Create reservations for guests.
- Following call center “scripts” when handling different topics
- Identifying customers’ needs, clarify information, research every issue and providing solutions
- Managing large amounts of calls in a timely manner
- Maintains call center database by entering information
- Managing large amounts of inbound and outbound calls in a timely manner
- Following call center “scripts” when handling different topics
- Identifying customers’ needs, clarify information, research every issue and providing solutions
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Meet personal/team qualitative and quantitative targets
- Answer inquiries and resolve corporate and VIP customers' issues in regard of the company's services, procedures and products
- Managing large amounts of inbound and outbound calls in a timely manner
- Resolve customer complaints and process compliments so that both customer and company benefit.
- Clarify information and provide solutions and/or suggestions
- Worked as a team to manage multiple email queues and inbound phone calls
- Selected to work multiple special projects, such as escalation approvals, order modifications, processing returns, and IT Ticket submissions
- Assisted in development of the Contact Center Email Team, including writing and editing email templates and the Email Guidelines manual, as well as conducting training meetings to assist in implementing new guidelines during the early growth of the team
- Handled over 70 corporate customers interactions per day
- Provided detailed and personalized service to ensure customer retention and satisfaction.
- Answered customers' questions in a quick and efficient manner.
- Established and maintained contacts with new and existing customers as per direction of the supervisor
- Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
- Achieved customer satisfaction rating 97% within six months, exceeding corporate target.
- Working with others to deliver the best service.
- Solving problems quickly and efficiently.
- Using a multitude of systems to perform necessary tasks.
- Client Services: Negotiated with clients to resolve account delinquencies, earning client trust while maintaining loyalty.
- Up-sells to customers as necessary.
- Identifying customers’ needs, clarify information, research every issue and providing solutions .
- Build sustainable relationships and engage customers by taking the extra mile.
- Strong phone and verbal communication skills along with active listening.
- Ability to multi-task, set priorities and manage time effectively
- Handling all skills and customer segments call inquiries, complains, and requests.
- Promoting the alternative delivery channels in all calls.
- Cross selling all of the bank products, credit card services, and bank assurance.
- Delegated by the team leader to handle the team meetings, quality, and performance achievements.
- Handling trading and stock market inquiries for the bank Brokerage company (UBC).
- Managing large amounts of inbound and outbound calls in a timely manner.
- Determines requirements by working with customers.
- Identifying customers’ needs, clarify information, research every issue and providing solutions.
- Maintains call center database by entering information.
- Handling inbound calls for hotel reservations for Singaporeans & Malaysian customers. Attend seminars and training for new hotel opening and their amenities.
- Ability to seek information and detail regarding customer inquiry especially amenities and policies of the hotel. Ability to navigate IRIS set up by the company.
- Commendations from customer regarding a job well done and high customer satisfaction surveys. Consistently meeting company metrics such as revenue return and handling time of calls
- Accomplish sales and organization mission by completing related results as needed.
- Obtains client information by answering telephone calls; interviewing clients; verifying information
- Establishes policies by entering client information; confirming pricing.
- Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures
- Update job knowledge by studying new product descriptions; participating in educational opportunities
PRO TIP
Don't make the same mistake everyone else does. What we mean is, don't list your Call Center Representative job responsibilities instead of your achievements. Recruiters know what you do. They want to know what kind of difference you can bring to their company. Focus on what you've accomplished.
Action Verbs for your Call Center Representative Resume
Recommended reads:
Call Center Representative Resume Skills’ Tips & Tricks to Impress Recruiters
Resume Skills Section Checklist:
- Ensure your hard skills section (including technologies) are exactly matching the job description.
- Don’t simply list your soft skills. Apply the “show, don’t tell” principle - let your job achievements speak for themselves.
- Find a way to showcase your skills beyond the skills section.
- Your resume’s skill section is important to ATS systems - so don’t skip it.
Top Skills for your Call Center Representative resume
- Navision
- SAP
- Oracle
- Microsoft office
- Call center software
- Gmail
- Power Pivot
- Power Point
- Relationship Building
- Time Management
- Storytelling
- Research / Information Gathering
- Critical Thinking
- Problem Solving
- Tech Savvy
- Networking
PRO TIP
When describing your experience, don’t go too far from its terminology. Recruiters use ATS systems to filter resumes based on them having certain keywords, so make sure you use at least a few keywords mentioned in the job description.
Call Center Representative Resume Header: Tips, Red Flags, and Best Practices
CHECKLIST For Your Call Center Representative Resume Header
- Your name and surname in a legible and larger resume font
- The job title you’re applying for or your current job title as a subheading to your name
- Link to your portfolio or online profile, such as LinkedIn
- Address (City and State for the US; just your city for rest of the world)
- Email address
- Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)
Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:
- first.last@gmail.com
- last.first@gmail.com
- firstlast@gmail.com
- f.last@gmail.com
- first.l@gmail.com
Recommended reads:
PRO TIP
Include a link to your portfolio in your Call Center Representative resume header. Most companies will require that you include one in your resume, and even if they don’t, it’s an excellent opportunity to directly show them your proudest projects.
Call Center Representative Resume Summary Best Practices
Checklist: What to include in your Call Center Representative resume summary:
- Years of experience;
- Highlight top 3 skills and proficiencies;
- One big professional accomplishment you’re most proud of, that you can tie with the aforementioned skills;
- Use short, direct sentences - but no more than three - to keep the HRs interested.
Resume Summary Formula:
PRO TIP
Highlight specific past projects that you’re most proud of in your summary. It sets an excellent tone for the rest of your resume. You can talk about all of your former jobs in your work experience section later on.
Recommended reads:
Listing Your Education, Certifications and Courses
Resume Education Section Checklist:
- Ensure your hard skills section (including technologies) are exactly matching the job description.
- Don’t simply list your soft skills. Apply the “show, don’t tell” principle - let your job achievements speak for themselves.
- Find a way to showcase your skills beyond the skills section.
- Your resume’s skill section is important to ATS systems - so don’t skip it.
Top Certifications for your Call Center Representative resume
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PRO TIP
If you hold a certain major and a minor, your majors should be mentioned first.
Call Center Representative Resume: Additional Writing & Formatting Tips
There are three basic resume formats you can choose from:
- Reverse-chronological resume format;
- Functional resume format;
- Hybrid (or Combination) resume format;
The most optimal format for your particular case will depend on your years of experience, as well as whether you’re switching industries or not.
Reverse chronological resumes are best suited for experienced individuals who are sticking to their industry. The experience section takes a central place, and its bullets contain your responsibilities and achievements, coupled with numbers and results.
Functional resumes are used by less experienced jobseekers or career changers. Note that it’s not a format that recruiters prefer, as most are used to the classic chronological alignment. Instead of a list of job titles, functional resumes focus on your skills, and through what experiences you gained them.
Hybrid resumes are great for both experienced and entry-level candidates, as well as career changers. They combine the best of both worlds - most often in a double column format, where one side of the content is focused on your experience, whereas the other - on your skills, strengths, and proudest moments.
Call Center Representative Resume Summary best practices
Here are more resume tips regarding your layout and style:
- Clear and legible 12p resume font size;
- Use 10’’ resume margins - that’s default for a great resume design;
- Use a one-page template resume length if you’ve got less than 10 years of experience; otherwise, opt for a two-page resume;
- Save your resume as PDF before sending it to the recruiter.
To take it a step further, check out how your resume can stand out without leaning too much on the creative side.
Recommended reads:
PRO TIP
If you feel that you don’t have high chances in a particular company, due to lack of relevant experience, then you can still consider using a creative layout. That might help you get noticed and invited for an interview, as most of the other applicants will have boring resume designs.
Other sections to include in your resume
Depending on the type of company (corporation or start-up; innovative or traditional), job seniority level and your location, you may want to include more sections to your Call Center Representative resume:
Call Center Representative Resume: How to Make Yours More Creative & Stand Out
When you send your resume to a potential employer, chances are it's the fiftieth one they've seen that day. That's why you need to make your Call Center Representative resume stand out for the right reasons. That means showing your personality, not just your professional experience. Employers are far more likely to remember a candidate who seems like a genuine person and not a robot. Do this by including your passions (which is also a great place to demonstrate skills on a resume), share your favorite books, or even what your usual day looks like.
What Makes a Great Call Center Representative Resume: Key Takeaways
- Choose a resume layout that sends the right message across and fits your current career situation;
- Create a resume header that shows your desired job title, and easy to find contact numbers;
- Be specific about your experience, accomplishments and future goals in your summary;
- Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
- List soft skills backed by examples;
- Add all of your technical skills and certifications that you have and match the job description;
- Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.
