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!Table of Contents What Is a Call Center Resume? How to Craft a Call Center Agent Resume 7 Tips for Creating a Strong Call Center Resume Call Center Resume Templates and Examples Conclusion 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:Call center resume's resume summary - resume sample #1Call Center Supervisor with three years of experience, with expertise in implementing effective service systems that increased customer satisfaction by 25%. Accustomed to working with diverse teams and was appointed as a resource person for Swana, Inc.'s Customer Service Representative training for 7 months. Interested in the Call Center manager position at Inalco and willing to contribute to developing a more advanced business.Call center resume's resume summary - resume sample #2Master of Science in Marketing Manager with experience in sales and marketing at Inalco as an intern. Mastery of customer communication strategies, data analysis of market trends and use of tools such as Zoho, statistics and Google Analytics. With my experience, knowledge and background in customer management, I am confident that I am the right candidate for the Call Center Customer Service role at Swana, Inc.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:Call center resume work experience section - resume sample #1Call Center Manager | Swana, IncJan 2024 - Present Developed a curriculum for a long-term training programme to improve the quality of prospective call centre agents, resulting in an increase in productivity of up to 40%.Monitored the Key Performance Indicators (KPIs) of 25 call centre agents and ensured that all employees achieved a customer satisfaction rate of over 90%.Implemented a fair staff scheduling system, successfully reducing staff turnover by 35% and increasing productivity by 20% in a fast-paced environment.Call center resume work experience section - resume sample #2Call Center Supervisor | InalcoJan 2022 - Dec 2023 Facilitated weekly team meetings effectively and efficiently, successfully increasing members' productivity by 20%.Assisted junior call centre agents in handling customer complaints that needed to be resolved quickly, receiving positive leadership feedback from 10 junior members.Provided regular reports to the call centre manager on each agent's performance. 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.📚 Further reading: Customer Service Representative Resume (Examples, Templates, Tips)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, PowerPointCommunication tools: Slack, Microsoft Teams, Discord4) 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: You are a recent graduate with little experience (internship, voluntary work, job, organization).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:Company A | Call Center Agent - Job Description Requirement Track customer requests and complaintsProvide solutions to customers quicklyImmediately notify the team leader if a special case needs to be resolved immediately.Generate reports.Company B | Call Center Representative - Job DescriptionRequirementHandle incoming calls and emails in a professional mannerResolve customer queries and requests and ensure customer satisfaction.Liaise with internal teams to ensure prompt and accurate order processing and shipping.Escalate customer feedback as necessary.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 JANE DOE (+62)11-74-89977 | [email protected] | Jakarta,Indonesia | Linkedin: linkedin.com/in/janedoe A recent graduate with a degree in Communication Studies and a GPA of 3.7, looking for a position as a Call Center Representative in Swana. Communicative, problem solver and reliable person. Proficient in Canva, CorelDraw and Monday.com. Have extensive experience working in a team.EDUCATION Bachelor of Communication Science | Gadjah Mada University, Yogyakarta, IndonesiaAug 2020 - Aug 2024WORK EXPERIENCE Media Communication Officer | LaRosa, IncAug 2022 - Aug 2023 Managed communication between the company's products and the media, both internally and externally.Wrote press releases for LaRosa, Inc. product launches and events.Participated in the strategic delivery of communications through advertisements to the public.Established relationships with television and print media to purchase space and regular advertising.Monitored the results of advertising in more than 10 media.Prepared weekly reports on the implementation of the job description and received feedback from the supervisor. English Speaking Club President | EECAug 2021 - Aug 2024 Organized fortnightly English Speaking Club events for the wider community.Produced a weekly English Speaking Club newsletter with book, film and theatre reviews.Developed an EEC school programme to engage primary school children in learning English.Involved in producing the EEC children's book, The Fairytale, which was distributed free of charge to 50 schools.Contributed to the creation of EEC's content on Twitter and Instagram. Animal Friends Volunteer | Jan 2022 - Present Assisted with the routine care of 20 animals at the Animal Friends shelter.Managed donations from the AnimalFund app to distribute food and blankets to over 10 shelters.Organised Animal Friends' AdoptDay event, which takes place once a month.Involved in developing an educational programme for high school students at Animal Friends.Served as a resource person for education on the importance of healthy husbandry practices. TECHNICAL AND NON-TECHNICAL SKILLS CanvaCorelDrawMonday.comMicrosoft OfficeNotionSlackCMSDiscordProblem-solverReliable personCommunicativeAdaptive COURSES AND CERTIFICATES Strategic Communication Management Professional (SCMP), UdemyTime Management. UdemyStrategic Communication Campaigns Specialization. UdemyPresentation skills: Give Engaging Virtual Presentations, Udemy LANGUAGES IndonesiaEnglish (professional)Mandarin (HSK 4)Example 2: Mid/Senior-Level Call Center Representative Resume TemplateJANE JANET (+62)11-74-89977 | [email protected] | Jakarta, Indonesia | linkedin.com/in/janedoe Call Center Supervisor with three years of experience, with expertise in implementing effective service systems that increased customer satisfaction by 25%. Accustomed to working with diverse teams and was appointed as a resource person for Swana, Inc.'s Customer Service Representative training for 7 months. Interested in the Call Center manager position at Inalco and willing to contribute to developing a more advanced business.WORK EXPERIENCE Call Center Supervisor | Swana, Inc (Jan 2024 - Present) Supervised and trained 30 customer service representatives from June to December 2023, directly impacting staff quality improvement.Successfully increased customer satisfaction by 25% by monitoring team performance metrics and implementing immediate improvements.Conducted regular appraisals of junior CSRs, both in groups and one-to-one.Successfully managed customer complaint resolution by implementing a new strategy, reducing the inefficiency of the previous system by 35%. Call Center Customer Service | Rayben (Dec 2022 - Dec 2023) Handled over 70 customer complaints and inquiries via phone, email and live chat, ensuring all information was conveyed correctly.Achieved a 99% customer satisfaction rating by implementing an effective communication system and resolving issues promptly.Contributed to a 40% reduction in callbacks by resolving customer complaints as quickly as possible.Analysed the latest trends through customer conversations and complaints—and reported findings to the management team for immediate action. Customer Service Representative | Rora (Nov 2022 - Nov 2023) Conducted over 50 live chats to answer customer queries and complaints.Produced customer feedback reports for presentation to the management team.Attended weekly meetings to present customer service improvement strategies, resulting in a decision to collaborate across teams, which increased engagement scores by 25%.Selected as Employee of the Month after successfully maintaining 100% daily target achievement for four consecutive months.EDUCATION Bachelor of Science in Accounting | Gadjah Mada University, Yogyakarta, IndonesiaAug 2016 - Aug 2021Graduated Summa Cum Laude CERTIFICATES Certified Customer Service Professional (CCSP)Customer Service Excellence CertificationCertified Call Center Manager (CCCM) SOFT SKILLS CommunicativeActive ListeningAdaptiveTime managementProblem-solvingConfidenceCritical thinkingAnalysis thinkingPublic speakingEnhance customer satisfaction HARD SKILLS NotionZohoMonday.comSalesforceMediumBlogspotCanvaLivePersonZendesk Chat LANGUAGES IndonesiaEnglish (Professional)Mandarin (Professional)France (Intermediate)Example 3: Call Center Agent No Experience Resume Template JANET WILSON (+62)11-74-89977 | [email protected] | Jakarta,Indonesia | linkedin.com/in/janedoe Master of Science in Marketing Manager with experience in sales and marketing at Inalco as an intern. Mastery of customer communication strategies, data analysis of market trends and use of tools such as Zoho, statistics and Google Analytics. With my experience, knowledge and background in customer management, I am confident that I am the right candidate for the Call Center Customer Service role at Swana, Inc. EDUCATION Magister of Science in Business and Marketing Management Gadjah Mada University | Feb 2022 - Feb 2024 Bachelor of Science in International Business and Marketing (Cum Laude)Gadjah Mada University | Dec 2016 - Dec 2021 PROJECTS Community Service | ASL Language (2021 - 2024) Started a YouTuber channel called ASLearning with 3 friends in 2021.Created a YouTube video script to introduce the ASL language to primary and middle school students, successfully gaining 100 subscribers in 5 months.Invited speakers from prestigious universities to fill the ASLearning podcast on equality for all levels of society.Created X and Instagram content that showcased ASL as an essential language to learn. INTERNSHIP EXPERIENCESales and Marketing | Inalco (2021 - 2022) Assisted in developing and implementing social media campaigns (Instagram and Twitter), resulting in a 60% increase in followers.Conducted market research to identify the latest trends, consumer preferences and ongoing tendencies, successfully increasing engagement by 10% through the implementation of the strategy.Actively involved in planning offline promotional events in over 5 shopping centers, successfully generating over 250 new leads for the sales team.SOFT SKILLS CommunicativeCreativityTeamworkConflict resolutionIntegrityCritical thinkingDependabilityQuality customer service HARD SKILLS Microsoft ExcelMicrosoft WordMicrosoft TeamsCanvaGoogle AnalyticsStatisticsZohoDiscord COURSES Customer Service Fundamentals, CourseraCustomer Relationship Management, CourseraCall Center Customer Service, CourseraIntroduction to CRM with HubSpot. CourseraCVS Health Call Center Customer Service, CVS Health LANGUAGES Indonesian (Native)English (Professional)Example 4: Call Center Resume Examples LORENA RICCARDI Call center representative agent who maintained 90% customer service satisfaction for 5 consecutive years. Mobile: (+39) 000-5367 Email: [email protected] LinkedIn: linkedin.com/in/lorericcardi 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. WORK EXPERIENCE Call Center Supervisor, Wolf Travel Inc. | October 2018 - October 2020 Oversaw resolution of incidents related to reservations, flight schedule modifications or cancellations, achieving a 90% satisfaction rate.Monitored inquiries made and weekly reports.Supervised coordination of calls and forms sent to users and clients of the company to evaluate the degree of satisfaction and quality. Call Center Agent, Momoka Insurance | May 2016 - September 2018 Practiced telephone customer service and processing of information requests and inquiries made through the internet at 50-80 calls or requests per day.Elaborated management of queries and resolution of incidents.Coordinated different communications with clients to convey information about promotions and new services. SKILLS Hard Skills: Quality Assurance Controls, Telephone Marketing Techniques, Client Relationship Management, Operations Optimization, Customer Needs Analysis. Soft skills: Quick Learner, Patience, Teamwork, Inbound and outbound calls, Leadership, Conflict Resolution, Customer service skills, Answer customer inquiries EDUCATION Villaville College, Sampdoria Bachelors in Marketing and Sales 2012 - 2016Conclusion 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!Take the guesswork out of resume writing. Our AI resume checker analyzes your resume against industry standards and provides instant feedback.Get Instant Feedback— Originally written by Erika Rizqi —