Hiring a Call Center Agent: Job Description, Pay, and More

Hiring the right call center agent can play a critical role in the success of your business. These professionals are on the front lines, representing your brand and shaping customer experiences. A skilled agent makes all the difference in maintaining a positive brand image and boosting customer satisfaction. But if you’re wondering how to attract top talent in this field, we’ve got you covered.

Keep reading to discover essential details, from typical job duties to key interview questions, that will help you hire the best call center agent for your team!

What Is a Call Center Agent?

A call center agent—whether onsite or remote—is a customer service representative who handles incoming calls on behalf of their employer. They can also be referred to as ‘contact center agents’ or ‘call center associates.’

There are two main types of call center agents:

Inbound Call Center Agents: They field calls from customers seeking assistance, whether they have questions, complaints, or need help with a product or service.
Outbound Call Center Agents: These agents make proactive calls for telemarketing, sales, or surveys.

In some cases, call centers have agents who handle a mix of both inbound and outbound calls. Given the dynamic and sometimes unpredictable nature of the role, it’s essential for employers to focus on retaining their agents and maintaining high morale across their team.

What to Include in the Job Description

A strong call center agent job description is key to attracting quality talent. By crafting a detailed outline of the role’s responsibilities and requirements for the position, you help your candidates understand what to expect and which skills they need to succeed.

Call Center Agent Job Duties

Identifying the day-to-day responsibilities will set clear expectations for those interested in applying for the role. The exact duties you list in your job description will depend on the expertise you need, gaps you may be looking to fill, and the specific role you’re hiring for.

Here are some common job duties:

Answering inbound calls and handling customer inquiries
Responding to customer concerns and resolving issues
Providing information about products and services
Taking orders and processing payments
Using active listening skills to understand customer needs
Following call center scripts and procedures
Researching and troubleshooting customer problems
De-escalating situations with upset customers
Entering customer data into a computer system
Maintaining accurate call logs and reports
Upselling products or services
Working in a fast-paced environment
Using call center software
Maintaining a professional and courteous demeanor

Qualifications

Most employers are, at minimum, looking for their candidate to have a high school diploma or equivalent and two to four weeks of on-the-job training. Additional education or extended training may be necessary, especially for call centers in specialized industries, like finance, insurance, or tech. Most states require call center agents in the finance and insurance fields to be licensed.

Skills

Call center agents are the heart of customer satisfaction, and their ability to handle high-pressure situations is essential. Beyond just answering calls, they have to know how to navigate customer concerns with professionalism, resolve issues efficiently, and maintain positive experiences with the customer.

Here are the most essential skills that call center agents should possess:

Clear Communication: Articulating ideas effectively and using positive, customer-friendly language.
Empathy: Understanding and relating to customers’ emotions to create genuine connections.
Active Listening: Truly hearing the customer’s concerns and responding appropriately.
Interpersonal Skills: Building rapport quickly to foster trust and ensure a smooth interaction.
Problem-Solving: Identifying issues and finding effective, timely solutions.
Patience: Remaining calm and composed, even in challenging situations.
Adaptability: Adjusting to varying customer needs and different types of calls.
Self-Control: Managing stress and maintaining a professional demeanor at all times.
Accountability: Taking ownership of issues and ensuring they’re resolved satisfactorily.

Pay

According to the Bureau of Labor and Statistics, the median annual pay for a call center agent is around $39,000 annually.

Call Center Agent Interview Questions

Once you’ve crafted a strong job description, you’re ready to step into the interview process!

When your call center agent candidates start to roll in, here are some interview questions to help you identify applicants with the skillset and personalities (remember: the right culture fit is equally important as to thrive in your organization. For a more in depth look, check out more questions for call center candidates or these 40 customer service representative interview questions.

The following questions can help you uncover a candidate’s problem-solving abilities, stress management skills, and overall, culture fit for your call center environment.

What do you think is the key to providing excellent customer service over the phone?
How do you handle situations when you don’t have an immediate answer for a customer?
Describe a time you turned a dissatisfied customer into a satisfied one.
How do you ensure you’re meeting performance metrics and handling high call volumes effectively?
Tell me about a time you had to explain a complex product or service to a customer.
How do you stay motivated and maintain a positive attitude during repetitive tasks or challenging calls?
What methods do you use to ensure accuracy when entering customer information?
How do you prioritize tasks when handling multiple customer inquiries at once?
Describe your experience with call center software and tools. How do you manage technical issues during a call?
Tell me about a time you received feedback from a supervisor or customer. How did you handle it, and what was the outcome?

Hire Top Call Center Agents with Insight Global

Your team of call center agents will be the backbone of your operation. Be proactive in your search and build a team for long-term success!

At Insight Global, we specialize in connecting you with qualified candidates who have a growth mindset to excel in call center roles. With our global reach and a commitment to quality, we can help you find the perfect fit for your team anywhere in the world. Contact us today to streamline your hiring process and advance your team!