Top 10+ Call Center Resume: Examples, Templates, and Tips for a Successful Application

Is it the right time to write a call center agent resume? You might think no because data shows that the future of the customer service representative position, which is part of the call center agent job, is declining until at least 2032. What's more, the use of AI technology in this field is growing rapidly.

So, is this really the end?

Absolutely not. The fact is call center jobs have changed because of COVID-19. Customer-facing jobs are shifting from full-time office jobs to work-from-home and remote jobs. INSIDEA found that 12.7% of employees choose to stay WFH, and 28.2% adopt hybrid work.

This information only means the opportunity to work as a call center representative for an overseas company is becoming increasingly available.

In addition, call center agent jobs have evolved to interact with customers over the phone and via email, web chat, and social media. The requirements to build a solid call center based on human communication rather than AI have increased in ways we couldn't imagine before.

Going forward, customers have more trust when talking to a human rather than a machine.

Creating a call center agent resume is a great choice right now. As always, Cake provides a guide to making a resume for call center agent jobs. We also have a call center representative resume for every level!

What Is a Call Center Resume?

Now, we are talking about a call center resume that contains information about the candidate. A call center agent usually handles inbound and outbound calls and meets customer satisfaction standards by handling complaints, answering questions, and giving guidance on anything they need. 

But now, many companies expect the call center agent to handle emails, live web chat, and direct messages from social media. This job aims to ensure that customer satisfaction is steady at high rates.

You must produce a standout call center resume to convince the hiring managers that you are the right candidate for this role. Writing a call center agent resume without experience is still very possible.

All you need to do is to leave an impression by following the key points of your resume. A well-crafted call center resume can help you stand out and increase your chances of landing a job.

It should highlight the candidate's expertise in managing customer interactions, resolving queries, and providing exceptional customer service.

It may seem simple, but the call center job is stressful enough. You can’t expect all customers to be discreet in their communication. However, this work welcomes fresh graduates. So, make sure your call center representative resume explains who you are and your strengths.

How to Craft a Call Center Agent Resume

1) Include a brief career summary or objective

The short career summary should contain all the important information in the call center agent resume in 3-4 sentences. This limitation is necessary because recruiters sometimes need more time to read all applications thoroughly.

A short career summary should include:

• The candidate's background: name and employment status in the previous companies.
• Relevant experience: list experiences that support or apply to the call center profession. 
• Skills list: specific tools you have mastered that can support your work as a call center.
• Career goals: You can add this information if necessary. 

Some specific modifications exist for fresh graduates or even students applying for an internship. 

• The background section can be written with your name, status, major, and your university.
• You can explain your soft and hard skills if you have not gained work experience.
• Career goals are a must, as they contain your ambitions for the future.
• Remember to include the position you are applying for and your expectations of joining the company.

Here are some examples of call center agent resume summaries:

2) Describe previous work experience in detail

Writing about work experience is different from listing job descriptions from previous companies. All you need to do is create an impressive work experience section:

• Write down your proven track record. Yes, prove your work experience with measurable achievements. Use numbers or statistics to make it easy for recruiters to assess your work contribution.
• Use bullet points to make your writing more organized.
• Use action verbs to highlight your achievements: reduced, increased, allocated, budgeted, achieved, collaborated, communicated, arranged, founded, established, stimulated, and completed.
• Be sure to include keywords in this section.

Here's an example of a well-written work experience section for a call centre agent resume:

3) List of skills relevant to the call center agent position.

Good key skills should strike a balance between technical and non-technical skills. In addition, hard and soft skills must be aligned with the work experience and skills required by a call center.

At the very least, you need to do in-depth research into what kind of talent is currently required in the call center industry. Use the company's website and social media pages to find this information.

Here is a list of relevant skills and tools you can include in your call centre agent resume:

• Communication skills:` Good written and verbal communication is a key asset when dealing with customers. This skill allows you to convey your message well, organize the right words, and increase customer comfort when making complaints or criticisms.
• Problem-solving: Customers who contact call centers expect to get quick answers to their problems. Call centers need to determine what steps are appropriate to help customers. Of course, not all problems can be solved immediately, but call centers need to be able to provide good answers. 
• Active listening: The ability to listen is also related to the ability to empathise. A call center needs to be able to put itself in the shoes of a customer who needs a variety of information immediately. So start by listening to the customer's story, while slowly trying to unravel the actions that need to be taken.
• Excellent customer service: Being friendly, approachable, honest, understanding the product or service being sold and recognising the customer are all ways of providing excellent customer service. 
• Improve customer satisfaction: Conducting performance evaluations by asking for feedback from colleagues, managers or customers is the right step to improve customer satisfaction. 

Tools to add in your resume:

• Call center software: Five9, Talkdesk, RingCentral are three applications that can be used to manage incoming calls or messages, manage customer queues and monitor performance.
• Customer relationship management (CRM) software: Salesforce, Monday.com, Zoho, Zendesk, and HubSpot.
• Microsoft Office: Excel, Word, PowerPoint
• Communication tools: Slack, Microsoft Teams, Discord

4) Use the correct format.

Let's face it: a call center agent doesn't need a resume with extra illustrations. For this job, it is better to stick to the traditional format. That's why choosing the right resume format is a good idea.

a) Chronological resume

The characteristics of this type of resume are that all the information is written in chronological order, with the most recent experience at the top. A chronological resume is appropriate in certain circumstances:

1. You are a recent graduate with little experience (internship, voluntary work, job, organization).
2. You are an employee in the same field for several years. For example, from a junior call center to a customer service call center, to call center operations, to a call center manager.

b) Functional resume

Functional resumes focus on your hard and soft skills rather than your experience. Yes, this type of resume is best suited to recent graduates with very limited knowledge or jobseekers who have experience.

For example, by writing: 'Able to provide exceptional service, improving customer satisfaction, resolving customer issues, and also master customer relationship management.

c) Combination resume

A combination resume is a mixture of a chronological and a functional resume. It is used when jobseekers have a wide range of experience. This is often the case with freelancers whose work covers a wide range. 

7 Tips for Creating a Strong Call Center Resume

1) Tailor the resume to the specific job and company, highlighting the candidate’s relevant skills and experience.

Many types of businesses need call centers. Each company has different requirements depending on the type of industry and needs. So sending the same call center agent resume to many companies is not a good idea.

Pay attention to the job description and the requirements of the job board. Tailor your call center resume using the available keywords. This may take some effort, but it will increase the chances of your call center resume being noticed.

Check this example below:

Both companies need a call center representative, but the job descriptions differ. We call this tailoring your call center resume by following the job description.

2) Use action verbs to make the resume more engaging and dynamic.

We mentioned using action verbs in a call center resume in the previous paragraph.  Here's why this group of words is crucial in a call center resume:

• Action verbs make your achievements more powerful and highlight your contribution to the job.
• Action verbs also help you appear proactive on the job, and this approach will earn you extra points with recruiters.
• Using action verbs makes the list of responsibilities in the work experience section more powerful when read.
• Action verbs make it easier for recruiters and users to assess whether or not you are a suitable candidate.

To maximize the use of action verbs in your call center resume, you can use them in the summary, work section and cover letter. Also, choose action verbs that describe your achievements so you don't have to struggle when asked for further explanation.

3) Include relevant metrics and statistics to demonstrate the candidate’s achievements and impact.

According to Forbes, tangible accomplishments and measurable results on your resume are becoming increasingly important, especially for senior-level candidates. Metrics serve as tangible evidence that can make a positive impression on future employers.

The same source explains that there are 5 types of metrics you can use:

• Use percentages to show whether a result is decreasing or increasing (in a positive way).
• Include information with currency, such as 'actively involved in projects worth $XXXXX'. However, call centers don't deal with corporate transactions, so this is a last resort.
• Highlight the time you have saved and the deadlines you have met. In the world of work, the shorter the time it takes to complete a project, the better for the company. Working on time is also good for employees' mental health.
• Ask for data on your Key Performance Indicator (KPI) results. KPIs record what targets are achieved and what are not.
• Use human measures such as 'telephone calls with 50+ customers per day' and managing a call center team of 10 people.

4) Use a professional font and layout to make the resume easy to read.

To make your call center resume look professional, keep these things in mind:

• Call center resume fonts: Arial, Cambria, Calibri, Didot, Garamond, Georgia, Helvetica, Times New Roman, Trebuchet MS, Veranda.
• Appropriate font sizes: size 18-20 (for name), size 11-14 (for headers), size 13-16 (for headings and subheadings), size 10-12 (for body text).
• Always save call center resumes in PDF format.
• Try to have at least 0.5-inch margins top - bottom - right - left.
• Avoid using generic or outdated templates that don’t showcase the candidate’s unique qualifications.

The call center resume sample is a guide to make it easier for you. But that doesn't mean you have to copy it in its entirety. Give it a personal touch so that your call center resume is not lacking individuality.

In addition, creating a resume that is the same as the template will only make it harder for recruiters to differentiate your application from others. While resumes hasn't changed much in terms of layout and format, there are updates from time to time regarding what information recruiters and prospective employers need.

For example, using measurable results wasn't as prominent a few years ago. But in recent years, this type of data has become a necessity. That's why it's a good idea to research while building your call center resume.

5) Don’t include irrelevant or unnecessary information that can distract from the candidate’s relevant experience and skills.

Resumes for call center representatives should be as minimal as possible, with no more than three pages to speed up the selection process. Therefore, avoid including unnecessary items such as

• Irrelevant jobs: If you are a middle or senior manager, it is a waste of time to list jobs unrelated to the call center role. However, this information may be tolerated if you are a recent graduate with little experience.
• Hobbies and interests: Unless asked directly by the hiring manager, avoid listing or sharing your hobbies and interests throughout the selection process until the interview, as they do not support call center performance.
• Personal details: Recording marital status, religion, political support, and age can bias the selection process. 

6) Avoid using overly technical language or jargon unfamiliar to hiring managers.

Even if recruiters are familiar with a call center's job description and objectives, they are unlikely to understand the use of tools for the job. Avoiding jargon will improve the readability of your call center resume. 

However, you must still prepare technical information if future employers ask further questions. To ensure your call center resume follows all the rules, ask a friend or family member to read it.

7) Don’t forget to proofread the resume for spelling and grammar errors.

Finally, proofread the call center resume to ensure there are no typos or misinformation. Small details like this can reduce your credibility.

Call Center Resume Templates and Examples

Example 1: Entry-Level Call Center Agent Resume Template

Example 2: Mid/Senior-Level Call Center Representative Resume Template

Example 3: Call Center Agent No Experience Resume Template

Example 4: Call Center Resume Examples

Conclusion

The number of call center agents is predicted to decline by 2032, but the demand for remote workers in this sector is growing. Customers increasingly prefer to receive exceptional customer service through human interaction rather than AI.

Therefore, it is the perfect time to create a call center representative resume, especially if you are a first-time job seeker. Call center representatives are expanding, and companies are open to remote workers. 

If you finally choose this job, remember this: Writing a great call center resume includes tailoring it to the specific job and company, using verbs, and highlighting relevant metrics and statistics to make it more interesting and dynamic.

So what are you waiting for? Create your call center resume now using our free resume builder and enjoy using various sample resume for call center as you like!

— Originally written by Erika Rizqi —