Call Center Representative Salary
The average Call Center Representative in the United States earns approximately $12.88 per hour. Earnings for this group are mostly affected by the particular firm, followed by geography and years of experience. Although a strong majority have medical coverage and the larger part have dental coverage, about a fourth claim no health benefits at all. The majority of workers are highly satisfied with their job. Men are in the minority of survey respondents, with female Call Center Representatives making up 73 percent. The information for this snapshot was generated by responses to the PayScale salary survey.
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
- Consult with customers by telephone to provide information, take orders, answer questions and handle complaints.
- Place outbound calls, following a script to generate sales.
- Investigate and follow up on customer problems.
- Document outcomes and steps taken.
- Update customer files and databases.
Common Career Paths for Call Center Representative
Call Center Representatives may progress into high-paying roles like Call Center Manager, where median compensation is $53K annually. 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.
Call Center Representative Job Listings
Search for more jobs:
Popular Employer Salaries for Call Center Representative
Comcast Cable, Inc., Xerox Corporation, Verizon Wireless, Bank of America Corp. (BOFA), and CVS Caremark Corporation are among the top companies that take on many Call Center Representatives. Bank of America Corp. (BOFA) offers the largest salaries in town — $34K on average. Other leaders in compensation levels are Verizon Wireless at $33K, Comcast Cable, Inc. at $28K, and CVS Caremark Corporation, where Call Center Representatives annually earn $23K.
Also sliding in at the lower end of the scale are Xerox Corporation ($21K), Alorica, Inc. ($23K), and CVS Caremark Corporation ($23K).
Popular Skills for Call Center Representative
Survey participants wield an impressively varied skill set on the job. Most notably, skills in Insurance, Customer Relationship Management, Customer Service Metrics, and Microsoft Office are correlated to pay that is above average, with boosts in pay of 7 percent. Skills that seem to negatively impact pay include Computer Service. Most people experienced in Customer Service also know Customer Relations. Those proficient in Phone Support are, more often than not, also skilled in Call Center and Customer Relations.
Pay by Experience Level for Call Center Representative
Median of all compensation (including tips, bonus, and overtime) by years of experience.
Survey participants with less than five years' experience pocket $27K on average, but those with five to 10 years of experience enjoy a much bigger median of $30K. People with 10 to 20 years of experience make an average of about $31K in this role. Veterans who have surpassed the 20-year mark may make no more than those who are navigating the mid-career stage.
Pay Difference by Location
Home to some of the best pay for Call Center Representatives, New York offers exceptional salaries, 14 percent above the national average. Call Center Representatives can also look forward to large paychecks in cities like Chicago (+11 percent), Philadelphia (+9 percent), Austin (+9 percent), and Phoenix (+8 percent). Trailing the national average by 12 percent, Rochester is the market with the smallest paychecks. Not at the bottom but still paying below the median are employers in Orlando and Atlanta (8 percent lower and 4 percent lower, respectively).
Call Center Representative Reviews
Related Job Salaries
Key Stats for Call Center Representative
Rated 4 out of 5
based on 175 votes.