Call centre agents are responsible for handling incoming and outgoing calls on behalf of a company or organisation. Their main tasks include answering customer queries, resolving complaints, providing information about products or services, and sometimes selling or upselling products. Agents use computer systems to log calls and access customer records. The role requires good communication skills, patience, problem-solving abilities, and the ability to work under pressure. Many call centres also offer opportunities for progression into supervisory or training roles.
The average salary for a call centre agent in the UK is between £18,000 and £24,000 per year, with potential for higher earnings through bonuses or commission.
There were over 1.3 million people employed in customer service roles in the UK in 2023, with thousands of positions for call centre agents advertised annually.
Call centre agents typically work 35 to 40 hours per week, with shifts that may include evenings, weekends, and bank holidays.
Specialises in helping customers with their bank accounts, transactions, and financial queries over the phone.
Provides telephone support to customers who need help with technical products or services, such as computers or software.
Contacts potential customers by phone to promote products or services and encourages them to make a purchase.
Learn to listen attentively and understand customer needs without interrupting.
Active listening is essential for a call centre agent as it helps you fully understand what the customer is asking or explaining. Focus on the caller, do not interrupt, and ask questions to clarify points. This skill can be practised in everyday conversations and through role-play exercises.
Work on speaking clearly and confidently, using polite and professional language.
Verbal communication is vital when most of your work is over the phone. You can improve this by recording yourself speaking, joining a debating club, or reading aloud. Practice using a calm and friendly tone, even when under pressure.
Look for junior or trainee call centre jobs that do not require previous experience.
Many call centres offer entry-level positions with on-the-job training. You can find these roles advertised on job boards, company websites, or through recruitment agencies. Tailor your CV to highlight your people skills, willingness to learn, and any customer service experience.
Gain experience by working in retail, hospitality, or volunteering in customer-facing roles.
Experience in any customer service environment can be valuable for a call centre agent role. Consider part-time jobs in shops, cafes, or volunteering at local charities where you interact with the public. These experiences help you develop your problem-solving and communication skills.
Familiarise yourself with common call centre systems and computer applications.
Call centres often use Customer Relationship Management (CRM) software to log calls and access customer information. You can take free online courses or watch tutorials to get an idea of how these systems work. Basic computer literacy, including typing and navigating databases, is essential.
Consider completing a short course in customer service or call handling.
Some colleges and training providers offer short courses or Level 2 Certificates in Customer Service. These can enhance your CV and show employers your commitment to the role. Some employers may also offer training as part of your induction.
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.
A Call Centre Agent and an Airline customer service agent both handle inbound and outbound customer calls, providing assistance, information, and resolving issues. Both roles require strong communication skills, the ability to manage customer enquiries efficiently, and a focus on delivering high-quality customer service.
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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