Call Center Representative Salary
For Call Center Representatives, hourly average wages total $12.87 per hour. The particular firm is the main element affecting pay for this group — geography and tenure are driving factors as well. Most Call Center Representatives survey respondents are women (74 percent). About one in four of professionals in this line of work do not receive benefits; however, a strong majority report medical coverage and the larger part claim dental coverage as well. The majority of Call Center Representatives claim high levels of job satisfaction. The data in this summary comes from 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
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 $52K on average per year. When Call Center Representatives are ready for the next step in their careers, they often become Call Center Supervisors or Administrative Assistants. Those roles pay an additional $13K and $3K, respectively.
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Popular Employer Salaries for Call Center Representative
Known for taking on a considerable number of Call Center Representatives, Comcast Cable, Inc., Xerox Corporation, Verizon Wireless, CVS Caremark Corporation, and Bank of America Corp. (BOFA) are leading firms in the industry. Bank of America Corp. (BOFA) attracts talent by shelling out the biggest paychecks in the area — the median in that office is $34K. Verizon Wireless, Comcast Cable, Inc., and CVS Caremark Corporation are a few other companies that offer generous salaries, with Call Center Representatives earning around $33K, $28K, or $23K at each firm, respectively.
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 results imply that Call Center Representatives deploy a deep pool of skills on the job. Most notably, skills in Insurance, Inside Sales, Customer Service Metrics, and Customer Relationship Management are correlated to pay that is above average, with boosts in pay of 7 percent. Those familiar with Phone Support tend to be well versed in Call Center and Customer Relations. Most people experienced in Customer Service also know Customer Relations.
Pay by Experience Level for Call Center Representative
Median of all compensation (including tips, bonus, and overtime) by years of experience.
Workers in their first five years can expect to earn $27K, but people who have been around for five to 10 years earn a noticeably bigger sum of $30K. After working for 10 to 20 years, Call Center Representatives make a median salary of $31K. Folks who claim more than 20 years of relevant experience actually report a comparatively lower median income of $29K.
Pay Difference by Location
Surpassing the national average by 16 percent, Call Center Representatives in New York receive some of the highest pay in the country. Call Center Representatives can also look forward to large paychecks in cities like Austin (+11 percent), Chicago (+10 percent), Richmond (+9 percent), and Philadelphia (+9 percent). Rochester ranks last in the field for pay, reporting salaries 12 percent below the national average. Below-median salaries also turn up in Orlando and San Antonio (8 percent lower and 7 percent lower, respectively).
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