Call center agents work with customers to help resolve complaints, fulfill orders, provide information, and answer questions. The typical duties of a call center agent include:
Review customer accounts and make changes
Give information about products and services
Take orders and process payments
Listen to customers' questions and provide answers
Handle complaints or returns
Make notes of the conversation and actions taken
Specific duties of a call center job will depend on the company. For example, a representative working for a utility company may handle questions about service problems, while a representative working for a retail company may place orders.
Call Center Job Education Requirements
Typically, those looking for call center jobs need a high school diploma. After they are hired, they will receive on-the-job training that will usually last two or three weeks. This training will focus on how to answer questions and how to use the computer and telephone, as well as provide the employee with information about the products and services the company offers. In certain industries, such as banking, those working in a call center have to keep up with the changing regulations.
Call Center Job Market
The Bureau of Labor Statistics predicts that the job market for customer service representatives is expected to grow around 13 percent in the next seven years. More specifically, call center jobs are expected to add the most positions, with a growth of 38 percent over the next seven years. Some of these increases will come as businesses, like those in retail, combine their sales and customer service functions into one center.
Call Center Job Salary Information
The median hourly wage for call center jobs is $14.70. While the lowest 10 percent of workers earned less than $9.38 an hour at a call center, the top 10 percent earned over $24.00 an hour.