Call Center Representative Salary
Call Center Representatives in the United States take home approximately $12.99 per hour on average. Earnings for this group are mostly affected by the company, followed by the particular city and years of experience. While some workers in this profession — one-fourth — do not have any health coverage, a fair number do receive medical benefits and a majority have dental insurance. Job satisfaction for Call Center Representatives is high. Female Call Center Representatives make up most of the survey respondents at 73 percent. This report is based on answers to PayScale's salary questionnaire.
|Salary||$24,128 - $47,421|
|Bonus||$245.34 - $5,051|
|Commission||$97.87 - $10,213|
|Total Pay (|
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).)
|$20,864 - $39,301|
|Hourly Rate||$9.90 - $17.31|
|Overtime||$13.49 - $26.41|
|Bonus||$245.34 - $5,051|
|Commission||$97.87 - $10,213|
|Total Pay (||$20,864 - $39,301|
Job Description for Call Center Representative
A call center representative acts as the voice and face of the company when interacting with customers. Their duties include answering customer questions, resolving individual problems, handling complaints, and handling other transactions. Shifts can vary greatly from company to company; some companies that offer a 24-hour service have overnight shifts, while others offer a standard 9 a.m.- 5 p.m. call center. Representatives are expected to work with their direct supervisor to set personal goals and discuss their specific duties. They must have an in-depth knowledge of all the company's products and services; they also must be up to date on changes or updates within the company.Read More...
Call center representative must be able to meet company standards for calls in areas such as quality, volume, and accuracy. This position also requires a excellent interpersonal skills, as representatives will be required to interact with many different types of people. Most companies prefer problem-solving and conflict-resolution skills, because some customers may be dissatisfied with a product or service. A high school diploma or equivalent typically is required, and many employers prefer a college degree. A minimum of one year of call center or customer service experience may be preferred.
Call Center Representative Tasks
- Document outcomes and steps taken.
- Update customer files and databases.
- Investigate and follow up on customer problems.
- Consult with customers by telephone to provide information, take orders, answer questions and handle complaints.
- Place outbound calls, following a script to generate sales.
Common Career Paths for Call Center Representative
As Call Center Representatives transition into upper-level roles such as Call Center Manager, they may see a strong upturn in salary. Call Center Managers earn $53K on average per year. Call Center Representatives most often move into positions as Call Center Supervisors or Administrative Assistants; those groups report median salaries that are $13K higher and $3K higher, respectively.
Popular Employer Salaries for Call Center Representative
Well-known firms with a reputation for hiring numerous Call Center Representatives include Comcast Cable, Inc., Xerox Corporation, Verizon Wireless, Bank of America Corp. (BOFA), and CVS Caremark Corporation. The biggest paychecks can be found at Verizon Wireless — the median salary there is $34K. Soaring salaries can also be found at Bank of America Corp. (BOFA), Comcast Cable, Inc., and Alorica, Inc., where earnings of $34K, $28K, or $23K are standard for Call Center Representatives.
Workers at Xerox Corporation, CVS Caremark Corporation, and Alorica, Inc. also face smaller salaries than the rest of the field — average earnings for these employers come to $21K, $21K, and $23K respectively.
Popular Skills for Call Center Representative
Survey takers working as Call Center Representatives report using a large range of professional skills. Most notably, skills in Customer Relationship Management, Customer Service Metrics, Insurance, and Inside Sales are correlated to pay that is above average, with boosts in pay of 7 percent. Those familiar with Customer Service also tend to know Customer Relations. Most people skilled in Phone Support are similarly competent in Call Center and Customer Relations.
Pay by Experience Level for Call Center Representative
Pay by Experience for a Call Center Representative has a positive trend. An entry-level Call Center Representative with less than 5 years of experience can expect to earn an average total compensation of $27,000 based on 1,094 salaries provided by anonymous users. Average total compensation includes tips, bonus, and overtime pay. A Call Center Representative with mid-career experience which includes employees with 5 to 10 years of experience can expect to earn an average total compensation of $30,000 based on 347 salaries. An experienced Call Center Representative which includes employees with 10 to 20 years of experience can expect to earn an average total compensation of $31,000 based on 246 salaries. A Call Center Representative with late-career experience which includes employees with greater than 20 years of experience can expect to earn an average total compensation of $31,000 based on 55 salaries.
Pay Difference by Location
Surpassing the national average by 17 percent, Call Center Representatives in Washington receive some of the highest pay in the country. Call Center Representatives will also find cushy salaries in Minneapolis (+16 percent), New York (+12 percent), Sacramento (+10 percent), and Chicago (+10 percent). The lowest-paying market is Rochester, which sits 13 percent below the national average. A couple other locations with smaller-than-average paychecks include Orlando (10 percent lower) and San Antonio (5 percent lower).
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