How to create a call center resume that gets noticed [+ free templates]
Looking to rise above the competition? Here’s how to create a winning call center resume that sets you apart from other candidates.
Published May 7, 2020
Last updated May 3, 2021
The call center industry is large and booming—it amounted to $339.4 billion in 2020 and is expected to reach nearly half a trillion dollars by 2027. The good news is that job opportunities are growing with it. According to the Zendesk Customer Experience Trends Report, over 80 percent of companies plan to offer phone support within the next 12 months, meaning more call center roles are bound to open up.
If you’re looking to land a job as a customer support agent, you’re not alone. There’s a reason why so many people want to work as a call center rep. Working in a call center offers a lot of room for advancement—the median pay for an entry-level agent is $31,800, but that number jumps to $65,500 for more senior reps and nearly $85,000 for managers. Plus, it’s a position with high job satisfaction. A McKinsey survey of call center employees found that over 80 percent were either “extremely satisfied” or “more satisfied than not” with their job.
The first step to landing a call center role is creating a resume that helps you stand out from other candidates. We’re sharing some tips on how to write winning call center resumes—and providing free templates to make it easy.
How to pass the 7-second call center resume test
According to a study by career site Ladders, recruiters look at a resume for roughly seven seconds (on average) before moving on to the next one. With so little time to catch a recruiter’s eye, it’s essential that you make it simple for them to see you as a top candidate for a call center position right away.
A strong call center resume contains the details a recruiter is looking for—and makes those details easy to find. The Ladders study discovered that top-performing resumes shared several characteristics:
- Simple layouts with clearly marked title and section headers
- An overview or summary of the candidate at the top of the first page
- Easy-to-read fonts such as Open Sans, Helvetica, and Georgia
Poor-performing resumes, on the other hand, tended to look cluttered and lacked section headers.
You’ll want to divide your resume into logical sections and use bold text, bullets, and other formatting to make the most important features stand out.
What to put on your call center resume: 5 essential components
Whether or not you use a template, you’ll want to craft a call center resume suited to your strengths and key experiences—which should be clearly visible, too. Here’s all the information to include in your resume and how to organize the document.
1. Contact information
Your name and contact information should be at the very top of your resume. After all, if a recruiter is interested in interviewing you, they’ll need to know who you are and how to reach you. At a minimum, include:
- Your name
- Location (this can be either a full address or just the city and state)
- Email address
- Phone number
You may also want to include the link to your LinkedIn profile, especially if it contains endorsements or recommendations from colleagues. If you have a personal website that’s relevant to the call center position you’re applying for, you can include that as well.
Your call center resume summary comes immediately after your contact info and concisely presents your qualifications for the job. It should be short—only one or two sentences—and make it easy for recruiters to understand why they should choose you for the position. A senior agent or call center manager might have a slightly longer summary that showcases accomplishments and key competencies.
3. Employment history (Experience)
This section lists your work experience and previous employers. It’s also a place to display your qualifications for the call center job you’re applying for. Starting with your current (or most recent) job, share:
- The company name and location
- Dates of employment
- Your title
- Your responsibilities and accomplishments
Where possible, highlight achievements and skills that are relevant to a call center job. In the resume above, for example, the candidate highlights that they earned a 97-percent customer satisfaction rating and received a Customer Service Agent of the Quarter Award twice.
It’s tempting to list every single thing you did at a job, but as your list gets longer, each individual item stands out less. Focus on including only the most relevant and impressive items.
If you’ve held a call center job before, you have a leg up on other candidates. If you haven’t, that’s OK! You can still show recruiters that you’re a great fit for the open position by spotlighting your skills in your job descriptions. Many call center positions require the same customer service skills that good agents need; emphasize those parts of your employment history that confirm you have these skills.
For example, if you’ve worked as a receptionist, cashier, restaurant server, or other customer-facing role, you can highlight how you used your strong communication and problem-solving skills during that experience.
This section shows recruiters the relevant technical skills you have and gives them an idea of how much training you might need if they were to hire you. In some cases, it may make sense to place the skills section before employment history—it depends on which one you think a recruiter will find more relevant and impressive.
As with your employment history, it’s tempting to list every single tool or software you’re familiar with, but avoid this temptation and focus on the skills that best align with the job description’s listed requirements. Identify the three to five most relevant skills you possess and list them to make your customer service resume stand out.
Along with technical skills, you should also consider listing customer service traits and soft skills that are important for call center roles, such as:
- Attention to detail
- Strong organizational skills
- Excellent communicator
Finally, your resume should feature an overview of your education. This will look similar to your employment history and should include:
- Name of the educational organization or institution
- Dates you were enrolled
- Degree or certificate earned (if applicable)
Unlike your employment history, you don’t necessarily need to include multiple entries in your education section. For example, if you earned a college degree, you don’t need to include your high school education.
You can include more than just your college or high school education here. If you’ve earned certifications or taken any courses (including online ones) that are relevant to working in a call center, be sure to list them. For example, sites like Alison and Udemy offer courses in customer service.
Should I include references on a resume?
While you can put references on your resume, it’s not necessary unless the job description specifically asks for them. In most cases, companies will only check your references after interviewing you. If they want references, they’ll ask you to provide them.
Free call center resume templates
If you need help getting started on your resume, we’ve created a series of templates that you can download and fill in before applying for a call center position. We have different templates for varying levels of experience:
- Entry-level call center agents (including for call center agent first-timers)
- Experienced agents
- Call center managers
Simply make a copy of the template of you'd like to use, customize it with your details, and voila! Your call center resume is done.
Make your resume stand out
Call centers often receive dozens of resumes a day, if not more. With these templates and guidelines, you can create a strong resume that helps you pass the seven-second test, showcases your qualifications, and puts you in a good position to land a call center job interview.