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 $32,300, but that number jumps to $53,400 for more senior reps and nearly $85,900 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 resume samples to ease the process.
Call center resume examples
Resume sample #1:
Entry-level call center agents (including for call center agent first-timers)
Resume sample #2:
Resume sample #3:
Call center managers
5 steps for writing a call center resume
Whether or not you use a template, you’ll want to craft a call center resume suited to your strengths and customer service experience—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 call center representative 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 experience, 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, consider listing customer service traits that are important for call center roles, such as:
- Attention to detail
- Strong organizational skills
- Excellent communication skills
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.
Top call center skills to include on your resume
Considering call center roles are customer-facing, the ideal candidate should possess a variety of hard and soft skills.
- Product knowledge
- Language fluency
- Typing efficiency
- Genuine empathy
- Problem solving personality
Hard skills encompass your technical capabilities.
Product knowledge means that you have an understanding of the product or service you are selling. Considering many of your customer calls will focus on a product or service, it is a good idea to show off your product knowledge experience.
Language fluency allows you to reach a larger audience with the ability to communicate with more people. It also makes you a more accessible customer service representative.
Typing efficiency can suggest how you maximize your day’s work. The faster you can type, the more time you have to handle customer issues and inquiries.
Soft skills indicate your ability to connect with people.
Adaptability is a versatile customer service skill to emphasize. It is useful to navigate unexpected customer complaints or pivot in daily responsibilities.
Genuine empathy builds authentic connection. When you prioritize a customer’s emotional needs, you increase the likelihood of customer retention.
A problem solving personality is essential to a fast-paced call center environment. Demonstrate how you are able to think quickly in high stress situations.
How to highlight call center skills
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 skills and customer service experience 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 skills and experience stand out.
Phone customer service experience relates directly to your communication skills. Because of this, it is beneficial to highlight your communication skills and explain how they led to measurable customer satisfaction and success for the company. For example, discuss how you demonstrated active listening on an outbound call and in turn strengthened customer loyalty or made a sale. When you cite specific examples of successful phone customer service interactions, you provide hard evidence of why you are the right person for the job.
Successful action verbs
Instead of overusing the word “help” on your resume, emphasize your involvement and enthusiasm with strong active verbs.
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.
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 skills and experience, and puts you in a good position to land a call center job interview.
What they want to hear
Using data from customers, agents, customer experience leaders, and technology buyers in 175 countries, we identified some top trends in messaging. Provide excellent customer service and say what needs to be said.