Call Center agents perform very important tasks for the clients
assigned to them. Oftentimes, this is referred to as the “dirty work”.
They front the client to current and prospective subscribers for the
purpose of generating new business or maintaining strong
relationships.
CenterMany is subject to the venom of irate customers but it’s
considered part of the job. Whether you are having a bad day or not
you still have to maintain a level of professionalism as a Call Center
Agent. It takes someone with a strong sense of self-worth and belief
to become a Call Centre agent.
Thus in your Call Center resume objective, you should highlight your
attitude toward the job. Ideal CallCentre agents are those who have a
great, positive disposition and confidence in what they can do. Skills
and talent are of course important. But attitude is the key quality
companies need in their agents.
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What to Write in a Call Center Resume Skills
Section
A Call Center Agent job looks easy and simple until you’ve tried it. If
you’re an Outbound Agent, you have to practice scripts and spiels
until it sounds natural. You have to know how to respond to questions,
objections and give rebuttals without coming across as hard sell or
arrogant. You have to know the products and services you are offering
like the back of your hand.
If you are an agent who takes down information, you have to be
accurate because these are covered by call recording. If you make a
mistake and go off from the procedure, your company could be in
trouble with the regulating agencies.
Here are the qualities you should have in your Call Center resume skills
section:
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Educational Attainment; a college degree in a related course
will set you up for vertical movement inside the company. But
there are agents who finished only up to high school. If so, you
have to provide the company your GED score.
Certifications; even if you are doing Outbound and receiving
Inbound calls, you have to be proficient in handling
spreadsheets, word files, and CRM programs. There are
companies that ask the agents to update the records in the
database.
Great communication skills; you should be able to establish a
rapport with customers and get them to be more at ease or
comfortable on the line.
Great people skills; inevitably, you will come across irate
customers. You have to maintain your composure and have the
ability to re-direct the negative energy of the customer into a
positive direction.
Ability to comprehend materials; you will be going over
product and services information before you go live. You should
be able to present these products and services over the phone
naturally without sounding rehearsed or as if you are reading
from a script.
Ability to organize; many agents go through hundreds of
numbers every day. You should be able to keep track of the
status of your calls and upload them on the CRM or tracking
sheet.
Ability to follow instruction; outbound calling is highly
regulated. One mistake can land the company in hot water.
Meticulous and detail oriented; all information must be
complete as this is important for clients to validate customer
orders.
Ability to manage stressful situations; if the Call Center agent
breaks down the client could lose valuable sales.
Driven to meet quotas and targets; companies sign up with
call centers to help them achieve sales quotas.
 Driven to meet or surpass prescribed metrics; agents are a
graded month and quarterly usually by a Performance Analyst via
the Quarterly or Annual Business Review.
 Ability to work with a team; although you are calling your own
call list if needed and if authorized, you should step in and help
other less experienced agents.
 Punctual; you should never be late for your shift. Time is money
for clients.
 Flexible schedule; there are times you would have to work the
graveyard shift (2 am to 6 am) if time zone differentials exist.
 Customer-driven; if you are in customer support, you should
endeavor to find a resolution to problems 24 hours upon
issuance of the trouble ticket.
The job of a Call Center agent is very challenging. You will be
interacting with different people every day. You have to be able to
follow scripts, procedures and find resolutions to different issues.
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What to Write and Not to Write in the Call Center
Resume Experience Section
Companies want Call Center agents who are experienced in various
industries. The reason is it takes an agent weeks or months to become
comfortable with the products or services he or she is offering. It
doesn’t matter how many years tenured the agent is, there is a
Learning Curve to respect when it comes to new products and
services.
Companies are looking for agents that have managed accounts in
different industries because it saves them time and money. Within a
week, the experienced agent can go live and offer the products and
services.
The leads list given to agents is as good as cash. These are considered
valuable assets that can be converted to cash if the agent is good.
Companies do not like agents burning through leads or recycling
them too much.
In your Call Center resume experience, you should go into detail on
the accounts or campaigns that you handled. Include the scope of
work and the type of industries the campaigns were in. Your
experience should appear that you are proficient in your job as the
agent.
You do not have to include experiences which are not relevant to Call
Center agent work as these will only serve as distractions.
We are confident that if you follow the format and structure of our Call
Center resume sample, you will be noticed right away by the company.
Before finalizing your application, read our sections on objectives,
skills, and experience so you will have an idea on how to frame your
resume.