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
Writing a memorable experience section: Call center representative resume edition
Checklist: ways to make your experience section stand out
- Find balance: use 4-6 bullet points per position;
- Include positions that are relevant to the job you’re applying for;
- Use action verbs when describing your responsibilities and results;
- Highlight your achievements by adding numbers to them (e.g. instead of saying “achieved a steady increase in…”, say “achieved an X% increase in…”);
- Prove that you’re willing to work hard, both individually and in a team.
We’ve gathered the most impressive Call Center Representative experience sections from real Enhancv resumes. Check them out for some additional inspiration!
- 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: Crafting a strong skills section
Do this if you want to make your skills section stand out.
- Check the job advert for keywords and add them to your skills section to pass ATS;
- List only skills that are relevant to the position to keep the hiring manager focused;
- Balance between hard, soft, and technical skills;
- Elaborate on some of your strongest skills in other sections of your Call Center Representative resume, e.g. the experience section or your resume’s summary.
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.
How to write an inspiring call center representative resume summary
Checklist: Writing a resume summary that makes you stand out
- Keep it short and use well-structured sentences;
- Mention your total years of experience in the field and your #1 achievement;
- Highlight your strengths and relevant skills;
- Add keywords from the company’s website or the job description.
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":
Making the education section of your call center representative resume stand out
Education section checklist for your Call Center Representative resume:
- List your highest education degree: including your major, year of graduation, and the institution you attended;
- Highlight the extracurricular activities that have helped you gain additional expertise;
- Share more about the certifications you’ve got, especially if they are relevant to the job position;
- Entry-level applicants: Mention relevant courses and projects.
Top certifications for your call center representative resume
Getting Started with Call Center Training
Call Center Training is essential for both new hires and existing staff to sharpen their skills and feel motivated.
Call Center, The Essential guide
Learn how to thrive in a call center and run a call center with the help of the experience King.
Call Center Training
Call Center Training will lower costs as it can reduce turnover. You will learn the skills to improve productivity and p
Call/Contact Center Management, The essential Guide
What you need to know about Managing a Call/Contact Center
Call Center Training: Getting Started with BPO Job
Call center Training to get a job
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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: formatting tips & tricks
Which came first: the hen or the egg? This question reminds us of the thing our resume experts hear most often in their job – which comes first: the content or the format? Well, we advise you to pick the format first and then go on with drafting your resume’s content.
And how do you choose a resume format? Well, based on your applicant profile. In general, there are three basic resume formats for you to choose from:
- Reverse-chronological resume format;
- Functional skills-based resume format;
- Combination (or Hybrid) resume format.
Let’s look at each one of them in more detail:
The reverse-chronological resume format is quite straightforward. Here, you describe all your previous jobs in a reverse-chronological form, meaning your latest job comes first. This resume format is great for people with lots of experience and skills who don’t have any career gaps.
If you are a recent graduate or don’t really have much experience in the industry you’re applying for, go for the functional skills-based resume format. This format focuses on skills and character traits, rather than experience. It makes the hiring manager realize you’re the perfect fit for the role without putting too much emphasis on your work history.
And if you’re looking for something a bit more intriguing and exciting, check out the hybrid resume format. It’s a combination of the reverse-chronological and functional skills-based formats, which makes it great for all types of job-seekers. The hybrid resume allows you to showcase both your professional experience and your skills, education, and additional qualifications. If you’re feeling creative, add a separate section about your typical day or life philosophy.
Our top style and layout resume format tips:
- Go for a standard 12p resume font;
- Choose 1-inch resume margins for a professional and easy-to-read feel;
- ry your best to fit your resume in a one-page template. If you’re a professional with over 10 years of relevant experience, having a two-page resume is also fine;
- Make sure to save your resume as PDF – this will help you avoid unwanted editing and formatting issues.
Read this: How to make your resume stand out
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 that’ll look good on your Call Center Representative resume
Do you want to move beyond the traditional skills, education, and experience section? Easy-peasy!
Just choose one or two additional sections to help recruiters get a fuller picture of who you are, both as a person and as a professional:
Adding a splash of creativity to your call center representative resume
Boring resumes are no longer an option if you’re looking to impress recruiters.
And no matter whether you’re looking to give your old resume a new life or want to start building a new one from scratch, being at least moderately creative is always a good idea. Do this by adding a ‘favorite books’ section or even a pie chart of what your typical 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.
