A call center agent or telephone agent offers solutions, support, services, or products according to the needs of the clients by means of the telephone, whether they receive the calls or make them.
A call center might seem similar to a contact center, but there are actually a few differences.
While both operate within an organization or be outsourced, personnel in a contact center deal with customers across many channels, such as social media, web, phone, apps, messages, email. As a telephone agent, contact with customers is the majority of the work.
Figuring out how to write a strong call center resume is important for your job search. You need to show you are familiar with treating the user cordially and quickly type all requests or requests on the computer.
Moreover, showing you are patient and capable of knowing all procedures required to operate in the call center are essential elements. This goes for both agents and call center supervisors looking for a resume guide.
Step 1: Understand the differences between a call center CV and a call center resume.
Both Curriculum Vitae (CV) and resume are articles that illustrate your professional work, but they differ in many ways. In a nutshell, format, length, and purpose for usage, are the main distinctions between a call center CV and a call center resume. A call center CV documents your entire career in several pages, while a call center resume only highlights your qualifications relevant to the job position on a single page. If the position is in an academic field, a call center CV is suitable to show all your details and experience. For a job position, a call center resume is most likely the document to go for.
Step 2: Pick the right resume format.
Choosing the right format for your call center resume depends on your relevant experience and the level of proficiency you have when it comes to customer service. Therefore, you need to see which type of call center resume format works best. There are four types of call center resume formats: chronological, functional, hybrid/combination, and targeted resumes. Check out more on 4 Types of Professional Resume Formats. Both chronological and functional formats are appropriate for most professionals making a call center resume.
Step 3: Search for call center resume templates & examples online as references.
Search for call center resumes samples, and then adjust any elements you find useful into your call center resume.
Step 4: Tailor your resume for the position.
Whether you’re making a resume as a call center representative or as a call center manager, a strong call center resume includes relevant skills and accomplishments to the position.
Step 5: Craft a call center cover letter.
This is where you tell why you are qualified for the job and why you want the job. Utilize your unique personal traits to convince employers why and how you are a good fit. Step 6: Proofread your call center resume. Proofreading and double-checking your resume can help you spot mistakes or things you may end up leaving out.
Making a resume for a call center position is no hard task. Nonetheless, it can be troublesome to decide how to best elaborate your call center resume.
Regardless if you are writing a resume as a call center manager, agent, or supervisor, the following sections can be applied to any role at a call center.
Your profile section is the first thing employers will see on top of your call center resume. The information in this section is your contact information, such as your full name, address, phone number, and email. You can also include your LinkedIn URL.
✅ Make sure these details are up-to-date in your call center resume.
Your headline in your call center resume shall just be one sentence. This is your “banner.” Showcase your value within a few words to get the reader’s attention.
Resume headline examples
A resume summary, or summary statement, is a description of your credentials and prior experiences.
You will decide whether you will opt for a summary or an objective. If you are a call center supervisor, a resume summary will be more appropriate. The same goes for call center agents making a resume with a lot of relevant work experience.
A resume objective or a career objective is the aim or purpose of your career.
A well-written career objective may be as brief as 2-3 lines or as long as a short paragraph for a call center resume. Showcase your positive characteristics, mention your experience (if any), and align with the company’s goals and how you are a good fit in your call center resume.
Skills are fundamental in your call center resume. Try to include both hard skills and soft skills in your call center resume.
Here are some skill examples for a call center resume:
List your work details, with the most recent on top. List each organization you have worked for with the following details:
Work experience example for a BPO resume:
BPO Solutions Manager, Opporo Inc.
Feb. 2016 - Feb. 2018
Work experience example for a call center representative resume:
Call Center Representative, Nuvatekk Solutions
March 2017 - December 2020
List the name of the universities and/or high schools you attended, along with the years of study/graduation date (month/year).
You can also include certificates, awards, or any relevant call center training in your call center resume.
Tip #1: Customize the resume for the job.
Every job position has different requirement specifications. Modify your call center resume according to the job posting.
Tip #2: Quantify results on resumes.
Significant and calculable outcomes throughout your career show proof of your capabilities. Examples such as the number of calls received, customer satisfaction rates, or the number of times awarded employee of the month/year are some examples for your call center resume.
Tip #3: Craft an ATS-friendly resume.
ATS, Applicant Tracking System, is an automated tool recruiters use to scan through resumes. If your call center resume is not ATS-friendly, it will be discarded before it reaches the recruiter. An ATS-friendly resume format matches the pattern and keywords used in the job description with an easy-to-read layout.
Tip #4: Adopt resume action words (verbs).
Using an active voice will clearly show you are determined to be an asset to the company. So of the examples of good action verbs include: achieved, attained, chaired, consolidated, endeavored, established, founded.
Tip #5: List the languages you are fluent with.
Depending on the call centers services, many of them require personnel who can speak more than one language. List the languages you speak, along with your level of proficiency, in your call center resume.
A cover letter for a call center position should have the following:
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Call center representative agent who maintained 90% customer service satisfaction for 5 consecutive years.
Mobile: (+39) 000-5367
Email: [email protected]
Responsible, dynamic call center representative with more than 4 years of relevant experience. Excellent qualities in customer service. In-depth experience assessing individual needs, up-selling, and cross-selling solutions to serve better both the customer and company.
Call Center Supervisor, Wolf Travel Inc.
October 2018 - October 2020
Call Center Agent, Momoka Insurance
May 2016 - September 2018
--- Originally written by José J. Rosales ---