A call centre agent is responsible for handling incoming and outgoing customer calls for a business or organisation. This role involves speaking with customers to answer queries, provide information, resolve complaints, and sometimes sell products or services. Call centre agents work in busy office environments and use computers and telephones as their main tools. Good communication skills, patience, and an ability to solve problems quickly are essential for this job. Training is usually provided, and some positions may require specific product or industry knowledge.
The average salary for a call centre agent in the UK ranges from £18,000 to £25,000 per year, depending on experience and location.
There are over 1.2 million people employed in call and contact centres across the UK, with thousands of new positions advertised each year.
Call centre agents typically work 35 to 40 hours per week, but part-time and shift work are also common.
Help customers with their enquiries and resolve problems over the phone, by email, or using online chat services.
Assist customers with technical issues related to products or services, providing guidance and troubleshooting solutions.
Contact customers to promote products or services, answer sales-related questions, and process orders over the phone.
Work on speaking clearly and confidently to communicate information effectively over the phone.
Practice speaking in front of friends or family and ask for constructive feedback. Consider joining clubs like debating or drama to further enhance your confidence and clarity when speaking. Effective verbal communication is key to ensuring customers understand the information you provide.
Focus on understanding what customers are saying and respond appropriately to their needs.
Active listening involves paying close attention, not interrupting, and clarifying points when necessary. You can practise this by summarising what someone has said before responding. These skills help build rapport and ensure you address the customer's concerns accurately.
Apply for part-time jobs or volunteering positions in retail, hospitality, or other customer-facing roles.
Experience in any customer service environment, such as working in a shop or restaurant, helps you develop skills in dealing with the public, resolving issues, and remaining calm under pressure. These roles are valuable stepping stones to a call centre position.
Get comfortable using computers, telephones, and basic office software.
Many call centres use customer relationship management (CRM) systems and other software to log calls and track customer interactions. Practising your typing and learning to use spreadsheets or email can give you a head start.
Look for entry-level call centre agent positions online or through recruitment agencies.
Websites like Indeed, Reed, and local job boards often advertise call centre vacancies. Tailor your CV to highlight your communication and customer service experience, and write a cover letter explaining why you are interested in a call centre role.
Practise answering common call centre interview questions and demonstrate your problem-solving skills.
Interviewers may ask about how you would handle difficult customers, work as part of a team, or manage stressful situations. Practise your answers and be ready to give examples from your previous experience, even if it’s from voluntary roles or school activities.
Explore relevant apprenticeships that can help you kickstart your career in Call Centre Agent. Apprenticeships offer hands-on experience and training while earning a wage.
Both roles involve providing customer support and assistance over the phone or in person, handling inquiries, booking processes, and resolving issues. They require strong communication skills, patience, and the ability to manage customer relationships efficiently.
You can get into this job through:
You could do a college course, which would teach you some of the skills and knowledge you need in this job. Relevant courses include:
You'll usually need:
You can get into this job through:
You'll usually need:
When applying directly for jobs, most employers will expect you to have some GCSEs at grades 9 to 4 (A* to C) in subjects like English and maths, or equivalent qualifications.
You may find it useful to have experience of working in a customer service role.
You can find out more information on working in the aviation industry from the Chartered Institute of Logistics and Transport UK.
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