what is a call center representative?
Call center representatives work directly with customers. As a call center representative, you provide information about products or services, and you assist customers with resolving any complaints they may have. In addition, you calculate charges, process payments and issue refunds. Your work helps customers maintain positive views of your company.
In most cases, you work over the phone, and you use a computer to access information about customers' accounts. Some call center jobs also allow you to interact with customers via live chat, social media or email. You'll need to keep detailed records of all of your interactions with customers.
If you work in the retail industry, you'll take orders, handle returns and provide customers with product details. For example, you might answer customers' questions about sizing, color choices or materials. The information you provide could generate sales.
If you're employed in telecommunications, utilities or other service industries, you'll help customers with resolving service outages and scheduling service calls. You'll provide information about the different service packages that are available, and you'll assist customers with updating account information.
Would working as a call center representative suit your customer service skills? Then read on to find out what competencies and qualifications you need to thrive in a call center representative role.
view jobs near youaverage call center representative salary
Would you like to know what a call center representative earns? Where the highest salaries are paid for a call center representative? Then check out this call center representative salary page and find out all about the salary of a call center representative in the USA.
types of call center representatives
Call center representatives are vital parts of almost every industry. Although most call center representatives work in retail, many call center jobs are available in other fields. You can work at call centers that handle business support services, wholesale trade, insurance and technical services.
There are different expectations for each role, and you'll need training for each position. For example, if you're working as a call center representative for an insurance agency, you should have a deep knowledge of different types of insurance policies. You may need to help customers with questions about coverage options.
working as a call center representative
Call center representatives usually work in fast-paced environments. In this field, you'll handle a high volume of calls in an efficient manner. You'll work with a diverse group of colleagues from different backgrounds and generations.
-
call center representative job description
What does a call center representative do? Call center representatives work with customers to provide information and resolve complaints. They identify customers' needs, make necessary changes to customers' accounts and ensure that customers have positive experiences.
In general, call center representatives tend to work with inbound or outbound call centers. You can choose to work in person, and there are many opportunities for remote work.
If you're working at an inbound call center, you'll answer calls from existing customers. Your responsibilities include the following:
- responding to customers' questions
- resolving customers' complaints about products or services
- referring unresolved complaints to the appropriate department
- processing customers' payments, renewals and refunds
- supporting customers during troubleshooting tasks
As a representative at an outbound call center, you'll call potential and existing customers. Depending on the field in which you work, your duties may include these tasks:
- selling products or services
- conducting surveys and market research
- following up with existing customers to make sure they're happy with a product or service
- asking customers for donations during fundraising campaigns
To ensure that calls are as productive and positive as possible, you'll need to use appropriate equipment. Make sure that you have a desktop or laptop computer with the latest operating system and a high-speed internet connection. This will allow you to run the call center software and access necessary information about your customers' accounts.
You'll need to use a headset with headphones and a microphone. A professional headset will offer a higher sound quality, and it may be more comfortable to wear for long periods of time. To minimize background noise and improve clarity, you could consider using a noise-canceling headset.
-
call center representative work environment
Call center representatives work in offices. If you work for a large center, you may be working at desks or cubicles with lots of other workers, and the environment could be very noisy. For remote work, you'll usually work from a home office.
You'll have opportunities to work for public and private companies. For example, in the public sector, you can work at inbound call centers for public libraries or unemployment insurance offices. Retail, healthcare and banking facilities provide call center work in the private sector.
-
who are your colleagues?
When you work for any type of call center, you're part of a team that includes team leaders, call center managers and the director of the call center. Supervisors and quality assurance specialists monitor your work. If you work in person, you might be working in close proximity to other call center representatives. For remote work, you'll report to your team leader on a regular basis, and you'll attend online meetings.
-
work schedule
Most call center representatives work on a full-time basis, but part-time work is also available. Since many call centers operate 24 hours a day, your work schedule may be unconventional. For example, it's common to work shifts that are very early in the morning or during overnight hours. In addition, your employer may assign weekend and holiday shifts.
Depending on the laws in your state, you may work shifts that last for eight or nine hours. In general, you'll work at least four or five days a week. Some centers allow you to work 4.5 days each week. If you'd like to work more, certain locations provide shifts every day of the week, and you'll be eligible to receive overtime pay.
You'll have short rest periods during your shifts. Each break lasts for around 20 minutes. You will receive payment for all of the hours that you work, including the time that you spend on rest breaks.
-
job outlook for call center representative
The U.S. Bureau of Labor Statistics anticipates that employment options for call center representatives are going to decrease by 4% within the next eight years. This is due to the increasing use of automation in call centers. It's likely that call center representatives in the retail sector will experience the most significant decline in employment opportunities.
However, many call center workers may retire or transfer to other professions over the next eight years. In fact, researchers estimate that there are going to be roughly 389,400 annual openings for call center workers throughout this period. Projections indicate that call center jobs in business support services will increase.
In addition, some businesses will keep using call centers with live representatives to stand out from the competition. Call center representatives would continue to be important for complex tasks, including processing refunds and confirming insurance coverage.
If you enjoy your work as a call center representative, you could consider working your way up to a position as a team leader or call center manager. Your work would help you develop interpersonal and multitasking skills, and you'll learn how to solve problems. These are transferable skills that would be useful for jobs in related fields.
If you'd like to pursue work in similar professions, you could explore a new career as a receptionist, a sales associate or an administrative assistant. Your communication skills and attention to detail would be highly valued in these roles.
-
benefits of working for randstad as a call center representative
Working through Randstad offers you a range of benefits:
- being paid weekly
- flexibility
- always a contact person you can fall back on and ask for help from
- many training opportunities
- a range of jobs in your area
Want a permanent contract? But you wonder why it would be interesting for you to work with a staffing company? A temporary job as a call center representative is often a stepping stone to an attractive permanent job. Every year, thousands of people earn a permanent contract with great employers thanks to a temporary job found through Randstad. What's more, many companies recruit their permanent employees through Randstad too!
call center representative skills and education
You'll need to have a high school diploma or an equivalent qualification to become a call center representative. Some representatives may have undergraduate degrees in communications, business, social science or related fields.
Your employer will provide on-the-job training when you start working at the call center. In general, training tends to last for two to four weeks. During your training program, you'll find out about the products or services that the call center handles. You'll learn how to use the center's computer and phone systems, and you'll practice working with the required software.
If you're employed at a call center that deals with financial matters or insurance, you may need to have a state license. In most cases, you'll have to pass an exam to earn your license. For example, to work as a call center representative in financial services, your employer could require you to pass qualification exams from the Financial Industry Regulatory Authority.
Training programs for call center representatives in finance or insurance could last for several months. During this time, you'll learn about the complex regulations in your respective field. Since regulations often evolve, you may want to consider taking continuing education courses to familiarize yourself with the latest revisions.
The National Alliance for Insurance Education & Research offers the Certified Insurance Service Representatives (CISR) designation for call center representatives in the insurance field. Earning this qualification could advance your career.
skills and competencies
When you work at a call center, you'll be responsible for assisting customers with different personalities and needs. You'll need to handle lots of calls at one time, and you will have regular performance evaluations. To thrive and advance in this demanding field, it's helpful to have the following skills and personal qualities:
- patience to deal with dissatisfied customers
- listening skills to accurately understand and assist customers
- communication skills to explain products, services and solutions in effective ways
- problem-solving skills to provide appropriate resolutions to concerns and complaints
- interpersonal skills to allow for positive interactions with customers
With the tight deadlines of this role, you'll need to know how to manage your time effectively. You should be able to set priorities and juggle multiple tasks. Compassion, empathy and respect for others will help you adapt to the diverse needs of your customers.
FAQs about working as a call center representative
Here you will find answers to the most frequently asked questions about call center representatives.
-
do I need a degree or a license to work as a call center representative?
You won't need a degree to get a job as a call center representative, but you're required to have a high school diploma or its equivalent. You may need to have a state license if you work in specific fields, including finance and insurance.
-
are call center representatives required to complete training programs?
Most call centers provide on-the-job training for new employees. During your training, you'll learn how to operate the computer, phone and software systems at the call center. If you work in finance or insurance, your training will include detailed explanations of industry regulations.
-
how can I succeed in my work as a call center representative?
Since this role involves working with customers, it's important to have a patient, friendly demeanor and to be able to explain concepts clearly. Time management and multitasking skills will help you meet the demands of this job.
-
do call center representatives earn high salaries?
While most call center representatives aren't rich, higher salaries are available in larger cities. You can boost your salary by working up to a position as a team leader or a manager at a call center.
-
are call center representatives expected to work nights and weekends?
Many call centers are open 24 hours a day, and this role often involves assisting customers in different time zones. Therefore, your employer could expect you to work nights and weekends. You may be eligible for overtime pay if you work during these times.
-
how do I find a job as a call center representative?
Applying for a call center representative job is easy: create a Randstad profile and search our data engineer jobs for vacancies in your area. Then simply send us your CV. If you do not have a resume, no worries. Just check out our resume builder. This state of the art tool will help you to create your own resume. Need help with your application? Check out all our job-hunting tips!
